Careers at Trip.com Group

General information

Name

Contact Centre Service Manager

Location

AMMBPO(EXT)

Business unit

FU-IBU

Working time

Full-Time

Type

Customer Service Management

Description & Requirements

About Us

Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar.

Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.

We have four Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.

We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

Title: MENA Service Manager

Role type: Senior People Manager

Employment Type: Full-time

About the Role

As a key hub in Trip.com's global service network, you will lead the strategic management of outsourced customer service teams in the UAE, ensuring seamless alignment of customer experience in Arabic and English markets with the company's global standards. You will deeply coordinate with outsourcing vendors to ensure service quality while optimizing costs, driving continuous improvement in customer loyalty in the MENA market.

Job Responsibilities

Strategy implementation

Contribute to the rapid growth/expansion of our strategic MENA customer service operation by executing strategic business plans in alignment with our MENA Dubai Team
Monitor MENA industry trends and competitor dynamics, propose optimization suggestions, and support the company's core product competitiveness

Service Operation and Management

Oversee service operations across our Trip.com MENA customer contact centre, ensuring alignment with the Trip.com operational goals (Service Quality & Efficiency)
Lead and develop the operation managers with sufficient support and guidance, including supervising, coaching, performance review etc
Drive excellent operational performance and customer satisfaction results to meet (or even exceed) agreed targets
Identify issues and opportunities for improvement by analyzing root causes based on data
Act as liaison between our Arabic customer contact centre and our EMEA HQ across all functions, establishing strong business relationships to ensure smooth communication and cooperation
Focus on HQ’s quality assurance standards and strive for excellent service quality
Partner and share best practice with IBU CSC Global Service Directors/Managers
Build strong relationships with our IBU CSC HQ Team to facilitate local requirements for MENA
Enhance customer and internal team satisfaction by delivering exceptional service quality and improving productivity

Job Requirements

Bachelor's degree or above, with above 10 years of call centre management experience preferably within a BPO
Excellent communications skills including the ability to state opinions clearly, ask questions, seek clarification, communicate facts objectively, challenge when appropriate, and pursue issues to resolution
Strong leadership in interacting with multiple internal and external stakeholders
Excellent skill in critical thinking and problem solving
Solid knowledge of call centre management tools includes monitoring skills, coach skills, telephone and other technology etc
Ability to deliver quality results under pressure
Possess certain risk management and problem-solving skills, capable of effectively handling crises
Must have excellent interpersonal, English and Arabic both written and verbal communication skills, administrative skills and computer ability. Committed to data driven decision making and result oriented
Willingness to accept frequent business trips/assignments
Code of conduct and ethics. Integrity and honesty, with a firm stance and principles in internal and external communications

Total Rewards

Competitive salary
Benefits for working parents
Mental health support
Extensive learning opportunities

Learn More About Us: Trip.com website https://group.trip.com/

Why Trip.com

Joining Trip.com Group is like taking an adventure filled with excitement and success. With a group of fellows who are passionate about making every trip the perfect trip for over 400 million customers around the globe, you will be part of a journey of globalization and have a world-class stage to unleash your talent. Opportunities are unlimited, so is your growth. If you also embrace boldness and inclusion as we do, this is the place to leap forward!