Regional Customer Service Manager - Operations (Based in Kuala Lumpur)

Agoda
Kuala Lumpur
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 10+ yearsSkills: ["Leadership","Problem-solving","Coaching","Communication","Time management"]

Lead regional customer service teams supporting English language customers across voice, email, chat, and back-office operations. Own operational issue identification using data, improve SLA performance through workforce management and structural adjustments, and drive customer satisfaction by addressing dissatisfaction and enabling self-healing processes. Coach and develop customer service leaders, raise talent through internal learning programs, and ensure teams deliver results aligned with Agoda values in a fast-paced, multicultural environment.

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Agoda
Agoda
16 hours ago

Regional Customer Service Manager - Operations (Based in Kuala Lumpur)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead regional customer service teams supporting English language customers across voice, email, chat, and back-office operations. Own operational issue identification using data, improve SLA performance through workforce management and structural adjustments, and drive customer satisfaction by addressing dissatisfaction and enabling self-healing processes. Coach and develop customer service leaders, raise talent through internal learning programs, and ensure teams deliver results aligned with Agoda values in a fast-paced, multicultural environment.
Location: Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead customer service teams supporting English language customers across voice, email, chat, and back-office activities.
  • •Provide vision, leadership, and guidance to team leaders and associates through performance and goal setting; set clear expectations and tactical plans.
  • •Analyze operational issues using relevant data and recommend actions considering business impact (cost, service levels, and team engagement).
  • •Own SLA and customer satisfaction drivers; implement structural adjustments and self-healing processes where possible.
  • •Coach, mentor, and develop emerging leaders; raise talent via internal learning programs and support positive, values-driven team culture.

Key Requirements

  • •10+ years of work experience, including at least 3 years in a senior role managing operational responsibilities (e.g., contact center operations, vendor management at scale).
  • •Strong problem-solving skills using a data-driven approach to identify process improvements.
  • •Ability to lead or support multiple initiatives concurrently, with a proven track record of leading change.
  • •Excellent verbal and written communication skills in English and strong interpersonal skills for leading teams and partnering cross-functionally.
  • •Strong background scaling multi-channel contact center/BPO operations, including evaluating and monitoring processes to improve center efficiency and staff performance.
Experience:10+ yearsContact centerBPOTravelE-commerce
Skills:LeadershipProblem-solvingCoachingCommunicationTime management
Languages:EnglishBahasa
Tech Stack:PC applications

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Agoda
Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Singapore, Singapore
Founded: 2005
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn