Customer Experience Team Manager - Chinese Team (based In Foshan)

Agoda

Foshan, China
On-site
Customer experience
Contact center operations
Performance monitoring
Agoda's Customer Support Team provides real-time help in 38 languages across multiple support channels, aiming to improve customer experience

Job Summary

  • Agoda's Customer Support Team provides real-time help in 38 languages across multiple support channels, aiming to improve customer experience.
  • The Customer Experience Team Manager will lead a team of at least 15 contact center agents, monitor traffic, and ensure service levels are met.
  • This role involves providing coaching, mentoring, and evaluating team performance, as well as identifying and addressing performance gaps.

Matching Summary

Agoda's Customer Support Team provides real-time help in 38 languages across multiple support channels, aiming to improve customer experience.

Skills & Requirements

Must-have

  • Customer Experience
  • Contact Center Operations
  • Performance Monitoring
  • Team Motivation
  • Inbound Contact Center

Nice-to-have

  • Passionate about travel
  • Energetic and result-oriented
  • Fast-paced multinational environment
  • Continuous improvement mindset

Key Requirements

  • Lead a team of at least 15 contact center agents
  • Provide constructive feedback, coach, mentor, motivate and evaluate performance
  • Identify performance gaps and formulate action plans

Work Rights

Not specified

Tailored Resume

Cover Letter