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Customer Service Team Lead

1 week ago


Kuala Lumpur, Kuala Lumpur, Malaysia Nirvana Asia Full time
Regional Customer Service Manager – EN Team

About Nirvana Asia:

Nirvana Asia is an online travel booking platform for accommodations, flights, and more.

We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more.

Our Vision:

To provide in-person, real-time help around the clock and in 38 languages, ensuring a seamless customer experience.

Job Description:

As a Regional Customer Service Manager, you will lead the customer service teams supporting English Language as they provide support to customers across voice, email, chat, and back-office activities.

Responsibilities:

  • 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.
  • Collaborate with various 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.
  • Understand the key drivers of customer satisfaction and work with customer service leaders to address dissatisfaction.
  • Regularly review customer feedback and QA insights to educate teams about Agoda products and services.