Associate Director - Customer Experience (KUL based only)
The Associate Director of Customer Support at Agoda will lead a region of the Customer Service Delivery team, overseeing approximately 25% of the 18 language teams across Accommodation, Flights, and Activities. This role is based in Kuala Lumpur, Malaysia, and supports teams across multiple sites. Agoda, a part of Booking Holdings, is a global online travel booking platform connecting travelers with a vast network of accommodations, flights, and experiences worldwide.
Key responsibilities include leading and inspiring the team through coaching, providing constructive feedback, and recognizing achievements to facilitate outstanding outcomes. The role involves proactively identifying opportunities for process enhancements and optimizations, collaborating with global colleagues and internal teams to ensure seamless integration and alignment between operational processes and business objectives, and guiding the team in achieving key outcomes related to customer experience, process improvement, and data-driven decision-making.
The ideal candidate will have significant leadership experience, a strong background in multi-channel contact centers, and a proven track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to improve center efficiency and staff performance. Excellent listening skills, critical thinking, problem-solving abilities, and strong interpersonal skills are essential. The candidate must be able to handle multiple projects and effectively manage different timelines in a fast-paced environment.
Agoda offers a dynamic and multinational tech environment with colleagues from diverse educational and professional backgrounds. Continuous learning and development opportunities are available through corporate learning programs. The company provides a modern office space in a convenient location at the heart of Kuala Lumpur.
Agoda fosters a culture of experimentation and ownership, enhancing the ability for customers to experience the world. The company values diversity, creativity, and collaboration, providing a supportive environment that encourages team members to speak up, share ideas, and challenge existing processes for continuous improvement.