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Customer Service Team Lead
1 week ago
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.
