Customer Service Site Leader - Tokyo


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

 

Skills
  • 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


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