Customer Service Partner Team Lead
Booking.com Customer Service Center (Japan) KK
Tokyo, Japan
4 日前

It wasn’t so long ago that booking a trip to see the Eiffel Tower, stroll down New York’s iconic Madison Avenue or feel the sand between our toes on Copacabana Beach was simply a matter of a few taps on our smartphone.

In fact, that’s what we do at Booking.com. We make it easier for everyone to experience the world. And while that world might feel a little farther away right now, we’re busy preparing for when the world is ready to travel once more.

Across our offices worldwide, we continue to innovate. To solve for some of the most complex challenges in travel and technology, and to plan for the exciting developments that lie ahead.

With strategic long-term investments into what we believe the future of travel can be, we are opening up new career opportunities that will have a strong impact on our mission.

We are united in the belief that our very human desire to explore the planet’s beauty and discover more about other people and cultures will endure.

The world is waiting for us. Together, we will be ready.

Our Customer Service department at Booking.com employs over 7000 people, speaking 43 languages, across 15 countries worldwide.

We’re looking for enthusiastic people managers who pair great leadership skills with management experience in a customer service or contact center environment to join our growing team in our colorful Customer Service offices in Tokyo, Japan.

As a Team Leader in Booking.com Customer Service, you’ll empower your people to develop their customer service skills and progress in their chosen career path.

This unique position is a great opportunity for an energetic and inspirational people manager to effectively lead, motivate and develop a team of around 15 talented multilingual Customer Service professionals.

Exercising excellent leadership and communication skills, you’ll develop and coach an international team in an environment that embraces change, cultivates service excellence, productivity, teamwork and high self-esteem.

In return, we’ll offer you a competitive compensation package and an environment in which you can do your best work.

The day to day in detail :

  • Take ownership for team results and provide daily leadership to a team of multilingual agents to achieve department targets
  • Be an effective change manager, who knows how to handle periods of change and lead a team through this by displaying motivating and encouraging behaviors
  • Understand development needs and provide coaching, training and support to team members
  • Effectively use business tools to monitor team performance, quality and adherence
  • Create a safe and open team environment where regular and constructive feedback is encouraged
  • Be a role model for company policies and procedures and ensure the team understands and adheres to them
  • Be a voice for continuous improvement providing feedback on opportunities and proactively share best practices
  • Collaborate with the recruitment team in the recruitment process and onboarding of new team members
  • Handle accommodation partner (b2b) cases as required
  • You’ll have :

  • Minimum 3 years’ plus experience as a people manager or team leader in a customer service or contact center environment;
  • Strong interpersonal skills
  • Experience leading teams in an international, customer-focused environment
  • Strong work ethic; self-directed and resourceful
  • Solution oriented and result driven
  • Proactive, flexible and capable of working independently as well as working in a team
  • Good communication and analytical skills
  • Fluent Japanese and English skills
  • Ability to multi-task & a flexible attitude
  • Eligible to work in Japan
  • The offer :

  • Full time paid training
  • Annual leave entitlement
  • Quarterly bonus plan
  • Work schedule provided 4-6 weeks in advance
  • Catered lunch or dinner depending on your work schedule
  • Booking.com discount
  • Health insurance
  • Continuous growth potential, and free on demand professional training courses
  • Our scale, scope, commitment to our people and our high standards of integrity make Booking.com a great place to work. If you would like to be part of our team in Tokyo and think you can make a difference, click to apply and one of our team will be in touch.

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