Customer Satisfaction & Incidents, Regional Customer Service Manager

Agoda

Kuala Lumpur, Malaysia
On-site
Customer support leadership
Bpo vendor relationship management
Strategic partner escalations
This is a unique leadership opportunity to manage Agoda's Customer Satisfaction & Incidents, Rocket Travel by Agoda (CSI RTA) team, our final tier of customer support and a critical line of defence for the business

Job Summary

  • This is a unique leadership opportunity to manage Agoda's Customer Satisfaction & Incidents, Rocket Travel by Agoda (CSI RTA) team, our final tier of customer support and a critical line of defence for the business.
  • The CSI RTA team serves as the highest tier of support for our most strategic RTA/White label partners within the Agoda Customer Experience Group (CEG).
  • You will be responsible for resolving the most complex partner-driven escalations and using the insights from those escalations to drive systemic improvements and strengthen partner trust.

Matching Summary

This is a unique leadership opportunity to manage Agoda's Customer Satisfaction & Incidents, Rocket Travel by Agoda (CSI RTA) team, our final tier of customer support and a critical line of defence for the business.

Skills & Requirements

Must-have

  • Customer support leadership
  • BPO vendor relationship management
  • Strategic partner escalations
  • Operational rigor
  • Data-driven insights

Nice-to-have

  • Commercially minded leader
  • High-performance culture
  • Cross-functional negotiation
  • Voice of the team

Key Requirements

  • Leadership of specialized Team Managers
  • Accountability for team performance and development
  • Driving operational health and service delivery
  • Translating strategy into clear plans and targets

Work Rights

Not specified

Tailored Resume

Cover Letter