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Updated 2020-01-21
Activated 2020-01-21

Customer Service Site Leader

  • ★★★★ Manager Level
  • Women Welcome
  • Listed Public Company
  • No Age Restriction
Company Name
Employer

Booking.com Japan KK / Booking.com Customer Service Center Japan K.K.

Job Type
Booking.com Japan KK / Booking.com Customer Service Center Japan K.K.
Customer Service - Call Centre Manager
Customer Service - Customer Support
Customer Service - Other
Industry Tourism/Hotels, Lodging/Restaurant, Food Services
Location Asia Japan Tokyo

Job Description Are you an enthusiastic and inspiring leader with extensive management experience in a customer-focused environment? Do you have proven experience in motivating and driving performance improvements across a contact center site? Do you enjoy being flexible, and solution focused while working in a fast-paced and always-changing business? If so, we could have the next step for you in your career.

The Customer Service department at Booking.com is an impressive machine, with over 18 sites, 43 languages, and more than 8000 staff having a combined million conversations a month. Despite our scale, we still manage to give that personal touch every time. Everyone in the department has a huge part to play in our success, including the passionate Site Leaders that lead the way, keep motivation high while owning the strategic vision and performance of their site.

The purpose of Site Leader role in the Customer Service (CS) department is to lead the CS operations team at the site to engage guests and partners, increase loyalty, and deliver service that creates value through effortless support to achieve our CS goals. The Site Leader is overall responsible for the growth and development of the CS team at the site, including the recruitment of staff, implementing procedures and systems, monitoring performance, motivating staff and aligning the site with the company guidelines.  

 

Responsibilities

- Overall responsible and accountable for the day to day operations of the customer service site
- Manage escalated customer-related issues including dealing with internal and external stakeholders
- Recruit, lead, coach and develop a direct team of CS managers and/or team leads, providing them clear direction and guidance
- Drive excellent operational performance and customer satisfaction results to meet (or even exceed) agreed targets
- Foster a highly motivated team environment that encourages continuous learning and improvements to drive excellent employee engagement
- Be an effective Change Manager, knowing how to handle and lead a team through change, displaying motivation and encouraging the right behaviors
- Manage site expenses, staff related costs and administrative matters in accordance to budget and agreed timelines
- Take ownership and lead assigned CS projects or initiatives
- Work closely with other CS functions including training and quality, implementation, and workforce management team to ensure that the CS site is well resourced and that initiatives/change are implemented on-time and in accordance to agreed objectives
- Create strong cross-functional collaboration with the other departments including Human Resource, IT, Finance and Office Management to well support the CS site operations and to create continuous business improvement
- Stay connected and participate actively in Regional CS Management meetings and Global CS meetings, expanding beyond site responsibilities to contribute constructive ideas, share best practices and create positive impact to CS at a regional and global level
- Act as the main key management contact for the CS site to both internal and external stakeholders
 
Company Info Join planet Earth's #1 accommodation site

Booking.com was established in 1996 in Amsterdam, The Netherlands and has grown into the world’s leading online hotel and accommodation reservations company. Booking.com is still operated from Amsterdam and supported by 176 offices in over 220+ countries. In Japan we work from 5 offices in Tokyo, Osaka, Fukuoka and Sapporo.

11,000 people right across the world are dedicated to serving Booking.com’s customers and property-owning partners.

We want to be the best team of motivated and skilled people in the industry. Over 100 nationalities are employed at Booking.com. We are a melting pot of people from all over the world working together. Employees are encouraged to develop their own talents. We have a variety of trainings and other methods within our Booking.com University program to help to do just that.

Our Account Management and Content teams work with our property partners to support transparency, availability, and best pricing for all our customers. Our multilingual Customer Service team provides 24/7 dedicated assistance and advocacy to make sure our customers’ stays meet or exceed their expectations. Our IT teams in Amsterdam take care of creating a perfect shopping experience for our customers.

Our mission

To help leisure and business travelers, whatever their budgets, easily discover, book, and enjoy the world’s best places to stay.
We are part of the Priceline Group (NASDAQ: PCLN).
Working Hours 9:00 - 18:00
Job
Requirements
You’ll need:

- At least 8 years of relevant working experiences in a contact center environment
- Proven people management skills, including experience in managing large teams and managing middle management
- Experience with working with employee representatives/work councils and/or local regulations
- Strong leadership with experience managing culturally diverse teams and driving strong employee engagement
- Proven track record in driving positive performance results, and employee and customer satisfaction
- Able to thrive in a fast-paced and dynamic work environment
- Ability to build strong and effective cross-functional relationships
- Excellent written and verbal English & Japanese communication skills
- Bachelor Degree or equivalent experiences required
English Level Business Conversation Level (TOEIC 735-860)
Japanese Level Native Level
Salary Depends on experience   
Other Salary
Description
Social Insurance
Commuting/Transportation Allowance
Relaxation Facilities
Education Training
Holidays Five-Day Workweek
Child-care Leave
Sick Leave
Nearest Station JR Osaki Station
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