Associate Director/ Head of Customer Support - North Asia

Get to Know our Team: 

Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda’s values to each and every customer with multiple support channels and a strong desire to serve. Certainly, doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support. 

The Opportunity:

The Regional Head of Customer Support - NA will lead the customer service teams supporting North Asian Languages (Chinese, Cantonese, Korean, and Japanese) as they provide support to customers across voice, email, chat, and back office activities. This role is based in one of our North Asian language sites (Shanghai, Seoul, or Tokyo/Yokohama)  and supports teams across multiple sites.

This role requires a high level of personal and professional skills associated with running global operations teams. First and foremost, this is a people leader role and enabling local teams to be successful is core to the role. In addition to being a great people leader and communicator, the ideal candidate will bring a vision, a sense of curiosity, a passion for travel, keen analytical skills, a tech-centric mindset, and a willingness to lead by example. 

This position is open to both local and foreign candidates and we will provide a relocation package for the right candidate.

In this Role, you'll get to: 

• Enable teams to be successful by being committed to coaching, providing feedback, encouraging, recognizing and facilitating brilliant outcomes, all in the name of helping direct reports, their teams, and the whole site to be successful.
• Proactively identify and follow through on improvement opportunities, being willing to experiment, iterate and learn along the way
• Collaborate with global colleagues to deliver better together
• Communicate and connect local teams to the Agoda/CEG vision & strategy making these relevant and digestible for local teams.
• Lead the North Asian language service team outcomes across CEG, delivering to efficiency, customer satisfaction, people development and workforce effectiveness objectives.
• Create and nurture a team culture that is highly engaged and effective
• Be unafraid to ask for help, be willing to fail-fast and willing to take a risk when the need arises
• Ensure a safe, friendly working environment that encourages team members to speak up, share ideas and challenge the status quo
• Ensure company compliance requirements and initiatives are upheld and supported 100%
• Embrace the Agoda Mission and Values

What you'll Need to Succeed:

• Significant service and leadership experience are essential
• Strong background in multi-channel Contact Center / BPO operations: Minimum 8+ years in scale leadership roles
• Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance
• At least a college graduate university degree
• Excellent verbal and written communication skills in English
• Knowledge of PC applications / tech savvy
• Excellent listening skills, critical-thinker, and problem solver with attention to detail
• Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
• Must be able to handle multiple projects and effectively manage different timelines
• Must be an assertive team player with high energy to work in fast-paced environment

Good to have

• Project management certifications (PMP, Six Sigma, COPC or equivalent)
• Knowledge of at least one of the North Asian team languages (Chinese, Cantonese, Korean, and Japanese)