About Agoda 

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 3.6 million accommodations globally. Based in Asia and part of Booking Holdings, our 6,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Get to Know our Team

The Customer Experience Group of Agoda effectively serves our customers and partners to ensure satisfying results. This great task is accomplished with the support of our Global Service Vertical team. We serve as the backbone for Customer Experience Group’s global operations. Our team is comprised of project managers, process owners, analysts, and talent management. Together we work nonstop to improve the quality and efficiency of our customer and partner support processes. Working with the Global Service Vertical team is a great opportunity to collaborate with various stakeholders and develop initiatives with our sister companies and external partners all over the world. We are a very data-driven environment, eager to move fast and learn through experimentation. A clear focus on supporting our customers and partners is bolstered by a strong, entrepreneurial culture that enriches us and Agoda’s business performance. 

Overview

This role is responsible for the Standard Operating Procedures (SOP) of the Flight Customer Support in Agoda Customer Experience Group (CEG) aiming at successfully supporting the flight business initiatives, defining and delivering the SOPs, improving and maintaining efficiency and effectiveness of processes, in order to support CEG’s customer satisfaction strategy, tactics and service leading to ongoing customer experience improvements for Agoda’s customers.

Role and responsibilities

• Be the process owner for customer support of Agoda Flight business in CEG and Support multiple business process improvement projects with various teams in Agoda
• Create, map, document and implement processes to provide end-to-end-flows to establish dedicated customer support teams in CEG for Agoda Flight
• Collaborate with internal and external stakeholders (including Agoda Product, Learning and development teams, GDS partners, consolidators and aggregators partners) to deliver the Standard Operating Procedures (SOP) for the customer support for Agoda Flight business
• Optimize customer support processes to ensure efficiency, customer satisfaction, and error reduction
• Translate, improve, and encode existing process flows on the agent interface software using low-code products, or utilizing pieces of pre-defined code and logic statements. 
• This is a hands-on role where you often may have to build on a low-code/simplified JavaScript tool and/or conduct many of your own data analyses (primarily SQL, Metabase & Tableau)

Qualifications & Experience

• Knowledge of Global Distribution Systems (such as Galileo, Amadeus, Sabre), consolidators and aggregators
• Experience in customer service and customer experience management
• Bachelor’s degree or higher in industrial engineering, other engineering, related science, operations management, or other fields with equivalent working experience (MBA or master’s degree in engineering is a plus).
• Expertise in business process improvement methodology would be a plus, e.g., Lean Six Sigma with statistical data analysis (Certified Lean Master, Six Sigma Black Belt or Green Belt).
• Experience in multi-project managements with cross functional departments as well as in multi-national environment
• Strong exposure to problem solving and root cause analysis methodologies preferably in a customer service organization or business operation
• Possesses systematic, data-driven problem solving and analytical skills
• Detail-oriented with the ability to complete tasks with speed and accuracy
• Familiar with operational process configuration tools, e.g., MS Visio, agent guidance software, low-code development, basic computer programming

What we offer

• Competitive compensation package (relocation support for successful overseas candidates)
• Exciting, high impact career opportunity including moves between teams and global locations - You will be interacting with departmental senior leadership team regularly
• Dynamic multinational working environment with colleagues of diverse educational and professional background
• Continuous learning and development opportunities through corporate learning programs
• Modern office space and convenient location at the heart of Bangkok metropolitan

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Equal Opportunity Employer 

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.