Regional Customer Service Manager - English Team (Based in Gurgaon)

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 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.  

Are you a dynamic leader with a knack for driving success in a multicultural environment?

This role is responsible for leading the customer service teams supporting English Languages as they provide support to customers across voice, email, chat, and back-office activities. To support your onboarding in Gurgaon smoothly, we're ready to welcome you aboard and will provide international training experience with relocation support in Kuala Lumpur. 

The Manager of Customer Experience Group provides vision, leadership, and guidance to each team leader and associates in the key operating areas through performance and goal setting. Effectively communicates with team, developing a climate in which information is shared openly. Clearly defines team goals and expectations. Develops tactical plans to reach these goals. 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 brilliant 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 will report to the Head of Customer Service Delivery: English and is open to local applicants only.  

What You'll Do: 

• Lead diverse teams across markets  with unique requirements, regulations, and practices. 

• Continually strive to exceed partners' expectations. 

• Guide your team through frequent changes in technology, processes, and business priorities. 

• Identify and drive solutions for your regions using an agile, data-driven approach, including designing, and running experiments. 

• Collaborate with a variety of functions such as RTA, WFM, Content, Finance, Operational Excellence, L&D, Analytics, and Talent Management. 

• Present results and propose solutions to Senior Leaders and stakeholders. 

• Understands the key drivers of customer satisfaction & dissatisfaction and works with customer service leaders to address customer dissatisfaction and implement self-healing processes where possible.  

• Regularly review customer feedback and QA insights to help educate teams about Agoda products and services as well as identify customer handling improvement opportunities. 

What You'll Bring: 

• A minimum of 10 years of work experience, with at least 3 years in a senior role managing operational responsibilities (contact center, vendor management at scale, etc.). 

• Excellent problem-solving capabilities, with a knack for identifying process improvement opportunities using a data-driven approach. 

• The ability to successfully lead or support multiple initiatives concurrently. 

• A proven track record of leading change. 

• Persuasive skills to convince senior leaders. 

• A fast-paced approach to problem-solving and decision-making. 

• The ability to foster a culture of personal development through coaching and partnership with L&D, engagement, and continuous improvement. 

• Excellent verbal and written communication skills in English. Excellent personal and interpersonal skills to lead the team and partner effectively with other departments. 

• E-commerce or travel industry experience is a plus. 

Bonus Points for: 

• Project management certifications (PMP, Six Sigma, COPC or equivalent), travel industry experience and Online Travel knowledge 

• Experience in building the team & team expansion is a bonus 

• Interest in travel industry