Global Service Manager - Customer Experience Leadership

Join Trip.com Group, a global leader in online travel services, as we seek a dynamic Global Service Manager to lead our high-performing customer service team in Bali. This is a unique opportunity to shape exceptional customer experiences while working in one of the world's most beautiful destinations. As a Global Service Manager, you will be responsible for overseeing our customer service operations in Bali, ensuring that our guests receive the highest level of support and satisfaction. With your strategic leadership, we will continue to set the standard for excellence in customer service.

In this role, you will work closely with our team of customer service representatives, using tools like Zendesk and Freshdesk to manage and resolve customer inquiries efficiently. Your daily tasks will include monitoring customer feedback, implementing service improvements, and ensuring that our team adheres to our high standards of professionalism and responsiveness. You will also have the opportunity to develop and mentor your team, fostering a culture of continuous improvement and customer-centric excellence.

📋 Tanggung Jawab Pekerjaan

• Oversee daily customer service operations in Bali, ensuring high levels of customer satisfaction.
• Monitor and analyze customer feedback to identify areas for improvement and implement strategic solutions.
• Manage and mentor a team of customer service representatives, fostering a culture of continuous improvement.
• Utilize customer service software such as Zendesk and Freshdesk to efficiently manage and resolve customer inquiries.
• Develop and execute service improvement initiatives to enhance the overall customer experience.
• Ensure compliance with company policies and industry standards in customer service.
• Collaborate with other departments to align customer service strategies with business objectives.
• Provide regular reports and updates to senior management on customer service performance and trends.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Customer Service Management, or a related field.
• Minimum of 5 years of experience in customer service management, preferably in the travel industry.
• Proven track record of leading and managing high-performing customer service teams.
• Strong understanding of customer service software and tools such as Zendesk and Freshdesk.
• Excellent communication and interpersonal skills, with the ability to mentor and develop team members.
• Analytical skills with the ability to monitor and analyze customer feedback and data.
• Strong leadership and strategic thinking abilities to drive service improvements and innovation.
• Fluency in English, both written and spoken, as it is the primary language used in customer interactions.

🛠️ Keahlian

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