Home
Communities
Companies
- Companies
  
  Discover best places to work
- Compare Companies
  
  Compare & find best workplace
- Add Office Photos
  
  Bring your workplace to life
- Add Company Benefits
  
  Highlight your company's perks
Reviews
- Company reviews
  
  Read reviews for 6L+ companies
- Write a review
  
  Rate your former or current company
Salaries
- Browse salaries
  
  Discover salaries for 6L+ companies
- Salary calculator
  
  Calculate your take home salary
- Are you paid fairly?
  
  Check your market value
- Share your salary
  
  Help other jobseekers
- Gratuity calculator
  
  Check your gratuity amount
- HRA calculator
  
  Check how much of your HRA is tax-free
- Salary hike calculator
  
  Check your salary hike
Interviews
- Company interviews
  
  Read interviews for 40K+ companies
- Campus placements
  
  Interviews questions for 2K+ colleges
- Share interview questions
  
  Contribute your interview questions
Jobs
Awards

WINNERS AWAITED!
- ABECA 2025
  
  WINNERS AWAITED!
  
  AmbitionBox Employee Choice Awards - 4th Edition
- ABECA 2024
  
  AmbitionBox Employee Choice Awards - 3rd Edition
- AmbitionBox Best Places to Work 2022
  
  2nd Edition
- AmbitionBox Best Places to Work 2021
  
  1st Edition

Add office photos

Employer? Claim Account for FREE

Agoda

Compare

3.7

based on 36 Reviews

11 Agoda Jobs

Regional Customer Service Manager English Team (Based in Gurgaon)

Agoda

3.7

based on 36 Reviews

4-9 years

Gurgaon / Gurugram

1 vacancy

Regional Customer Service Manager English Team (Based in Gurgaon)

Agoda

posted 1mon ago

Job Role Insights

Flexible timing

Key skills for the job

BPO Customer Service Back Office Customer Support Project Management Recruitment

+ 4 more

Job Description

Job Description
Life at Agoda

All Teams Content Corporate Strategy Customer Experience Design Finance Global Affairs Homes Key Accounts Legal Marketing People Product Strategic Partnerships Students Supply Technology All Locations Bali Bangalore Bangkok Barcelona Beijing Berlin Budapest Busan Cairo Cancun Cebu Chiang Mai Colombo Dubai Fukuoka Guangzhou Gurugram Ho Chi Minh City Hong Kong Istanbul Jakarta Jeddah Kathmandu Kuala Lumpur Las Vegas London Los Angeles Male Manila Mumbai New York City Okinawa Osaka Penang Phuket Pune Sapporo Seoul Shanghai Siem Reap Singapore Sydney Taipei Tokyo Toronto Vientiane Yangon Yokohama

Regional Customer Service Manager English Team (Based in Gurgaon) Apply Now Gurugram, India

About Agoda

Agoda 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 . Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Our Purpose Bridging the World Through Travel

We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.
We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.

Get to Know our Team:

Agoda s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda s values to each customer with multiple support channels and a strong desire to serve. Certainly, doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.

Are you a dynamic leader with a knack for driving success in a multicultural environment

This role is responsible for leading the customer service teams supporting English Languages as they provide support to customers across voice, email, chat, and back-office activities. As part of your onboarding experience with Agoda, you will be relocated to Kuala Lumpur for six months period. During this time, you ll have the opportunity to learn about Agoda and connect with the leadership team as part of your induction.

The Manager of Customer Experience Group provides vision, leadership, and guidance to each team leader and associates in the key operating areas through performance and goal setting. Effectively communicates with team, developing a climate in which information is shared openly. Clearly defines team goals and expectations. Develops tactical plans to reach these goals. This role requires a high level of personal and professional skills associated with running global operations teams. First and foremost, this is a people leader role and enabling local teams to be successful is core to the role. In addition to being a brilliant people leader and communicator, the ideal candidate will bring a vision, a sense of curiosity, a passion for travel, keen analytical skills, a tech-centric mindset, and a willingness to lead by example.

This position will report to the Head of Customer Service Delivery: English and is open to local applicants only.

What You ll Do:

Identifies operational issues affecting the team and credibly explains this with the use of relevant data to customer service leaders along with recommendations that consider overall business impact (such as cost, service levels, team engagement)

Understands key drivers of SLA performance and recommends structural adjustments to customer service leaders and enablement teams to ensure team resources are optimally utilized

Understand call routing strategies, good understanding of metrics used to evaluate call center performance, familiar with principles of workforce management (understanding how to ensure sufficient workforce availability and levers to influence workforce availability), basic process improvement

Takes ownership to understand how changes outside the team (g., new suppliers, changes to SOP, new product lines) will impact team and prepares team well for this through combination of large group meetings and effective 1-on-1 coaching

Understands the key drivers of customer satisfaction & dissatisfaction and works with customer service leaders to address customer dissatisfaction and implement self-healing processes where possible

Regularly review customer feedback and QA insights to help educate teams about Agoda products and services as well as identify customer handling improvement opportunities

Invests energy to inspire, coach, mentor, and develop emerging customer service leaders so we develop individuals as well as organizational resilience

Raises the bar on talent through serving as faculty in internal learning programs, or helping inform development of new L&D programs, or helping to attract credible external talent

Creates a positive team culture, employee engagement where teams understand and live Agoda values, particularly around taking ownership and striving to be their best

Ensures teams get the right results, the right way ; goes beyond numerical team SLA achievement to build an ethical team culture

What You ll Bring:

A minimum of 10 years of work experience, with at least 3 years in a senior role managing operational responsibilities (contact center, vendor management at scale, etc.).

Excellent problem-solving capabilities, with a knack for identifying process improvement opportunities using a data-driven approach.

The ability to successfully lead or support multiple initiatives concurrently.

A proven track record of leading change.

Persuasive skills to convince senior leaders.

A fast-paced approach to problem-solving and decision-making.

The ability to foster a culture of personal development through coaching and partnership with L&D, engagement, and continuous improvement.

Excellent verbal and written communication skills in English. Excellent personal and interpersonal skills to lead the team and partner effectively with other departments.

E-commerce or travel industry experience is a plus.

Strong background in multi-channel Contact Center / BPO operations: demonstrated experience in scaling leadership roles

Knowledge of PC applications / tech savvy

Must be an assertive team player with high energy to work in fast-paced environment

Ability to work with very minimal guidance or supervision in a time critical environment.

Strong time management skill.

Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance.

In addition, it will be great if you have:

Certifications in Project Management - such as PMP, Six Sigma, COPC, or equivalent credentials

Travel Industry Expertise - experience within the travel sector, especially with Online Travel platforms or services

New Country Expansion & Process Migration - proven experience in launching operations in new countries or leading complex process migrations is a strong advantage

Team Building Experience - demonstrated success in growing, structuring, and managing high-performance teams

Passion for the Travel Industry - a genuine enthusiasm for travel that fuels both personal and professional growth

Equal Opportunity Employer

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy .

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.

Employment Type: Full Time, Permanent

Read full job description