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Customer Experience Team Manager - Chinese Team (Based in Kuala Lumpur) at Agoda - ApplyBlast

Customer Experience Team Manager - Chinese Team (Based in Kuala Lumpur)

Agoda

4 days ago

3.9 on Glassdoor

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Onsite

Full Time

Manager

0 applicants

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About this role

The Customer Experience Team Manager leads a team of contact center agents in Kuala Lumpur, ensuring service levels are met through coaching, performance monitoring, and process improvement. This role involves collaborating with operations management to drive efficiency, support recruitment, and contribute to the global contact center network. The position requires strong leadership skills and the ability to manage a fast-paced, multinational environment.

Responsibilities

Lead and coach a team of contact center agents to achieve KPIs
Monitor traffic and implement corrective actions to maintain service levels
Analyze performance gaps and develop action plans for continuous improvement

Skills

About Agoda

careersatagoda.com

Headquarters

Singapore, Central Region, Singapore

Company Size

5001-10000 employees

Founded

2005

View Profile

Agoda is a global online travel booking platform headquartered in Singapore that helps travelers find and book hotels, vacation rentals, flights, and activities. Founded in 2005 and now part of Booking Holdings, Agoda is known for its deep inventory—especially across Asia—competitive pricing, and localized websites and mobile apps. The company emphasizes technology-driven search, personalization, and revenue-management tools while partnering directly with hotels and property owners to manage distribution and promotions. Millions of travelers use Agoda for regional coverage, frequent deals, loyalty benefits, and 24/7 customer support.