Regional Customer Service Manager (Based in Yokohama)
Core
Leading the Japanese language customer service team to provide real-time support across voice, email, chat, and back-office activities for Agoda's global customers.
Role type
Senior Customer Service Manager (People Leader)
Builds
Customer support operations and team performance for the Japanese market
Domain
Travel / Online Travel Agency (OTA)
Deliverable
client delivery
Required skills
People leadership, strategic planning, data-driven decision making, change management, cross-functional collaboration, performance management, process improvement, stakeholder management, analytical skills
Preferred skills
Project management (PMP, Six Sigma, COPC), travel industry experience, online travel knowledge
Technologies
Contact center systems, CRM, analytics tools
Responsibilities
Lead diverse teams across markets with unique requirements and regulations; Guide teams through changes in technology, processes, and business priorities; Identify and drive solutions for regions using an agile, data-driven approach; Collaborate with functions such as WFM, Content, Finance, and Analytics; Present results and propose solutions to Senior Leaders; Review customer feedback and QA insights to identify improvement opportunities.
Seniority
Senior, hands-on IC with people leadership focus