Regional Customer Service Leader

Careersatagoda; Kuala Lumpur; In loco; MYR 110.000 - 140.000; Tempo pieno

Descrizione del lavoro

Agoda is seeking a dynamic leader to run the Vietnamese customer service operation. You will oversee Team Managers, drive daily performance, and turn strategy into concrete roadmaps, ensuring high-quality customer experience across language teams.

You will lead through change, coach managers, and build bench strength while focusing on CSAT, operational excellence, and continuous improvement in a multicultural environment.

Competenze

• 5–7 years professional experience, including experience leading managers and medium-sized teams (>75 FTE).
• Proven track record of performance management, coaching, and lifting team results through others.
• Strong analytical and process-improvement skills; comfortable with KPI scorecards and action planning.
• Excellent written and spoken English; native Vietnamese strongly preferred.

Mansioni

• Cascade department priorities into a practical team roadmap; keep daily operations stable while leading change.
• Own CSAT and CX outcomes for your language; identify recurring pain points and carry the voice of your customers.
• Coach and performance-manage Team Managers; conduct rigorous 1:1s and develop through coaching, succession planning and IDPs.
• Hire and retain strong talent; build a bench so the operation is resilient.
• Connect with teams: monthly agent connects, skip-levels, and immersion sessions; shape a culture of ownership and Agoda values.
• Use customer, agent, and ops data to find patterns and surface meaningful improvement opportunities to leadership.
• Lead through change (tech, process, or org) and ensure alignment with strategic objectives.
• Nice-to-have: experience in contact center/BPO/travel industry and certifications.

Conoscenze

Leadership

People management

Data analysis

English proficiency

Vietnamese language

Descrizione del lavoro

Agoda is seeking a dynamic leader to run the Vietnamese customer service operation. You will oversee Team Managers, drive daily performance, and turn strategy into concrete roadmaps, ensuring high-quality customer experience across language teams.

You will lead through change, coach managers, and build bench strength while focusing on CSAT, operational excellence, and continuous improvement in a multicultural environment.