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about the team.
Service

about the job.
-Service Level Management:

Establish SOP and working manual in each location, monitor the execution. Target to deliver high standard service to our customers.
Proactively make continuous improvement on quality service delivery.
Drive for process alignment for effective management.
Creative and innovative when facing new policy, dispute and any other issues, high-end problem solving & decision making.
Proceed claim, waiver cases, find the root cause, take preventive measures and make improvement.
Monitor service quality, make improvement, deliver direction from commercial wise.
Work closely as partner to other functions, ie, QA, IT and other related department for achieving customer primary satisfaction and project deployment.

-People Management:

Establish clear direction, delegate, and distribute the workload appropriately.
Focus on coaching and people development.
Lead/guide Regional Customer Care managers to identify functional staffing needs and requirements to build up a well-organized team to achieve better people management and successful task fulfillment.
Good emotional intelligence for managing both self and others.

skills and experience required.

10+ years related working experience of customer service manager, remote team management in OTA industry.
Strong leadership/management and commercial skills, professional, autonomous with strong ability to drive forward.
Capability to work under pressure. Have logical thinking and proactive mind set.
Solid Customer Care knowledge and results oriented.
Strong communication/negotiation/reporting skills.
Fluent in spoken and written English.

海外客服负责人.

职位概述