• Full-time

Publication date: 2023.09.14


#1889[Largest OTA company in China] Service Manager

  • Sales / Overseas Sales / Business Development / Corporate Planning
  • Tokyo
  • Salary Estimated annual income: ¥5M~8M
#1889【中国最大級のOTA企業】Service Manager
職種Position Sales / Overseas Sales / Business Development / Corporate Planning
会社概要Company profile This position is available only for people residing in Japan.

[Company Profile]
It is the largest OTA (Online Travel Agent) in China and has local offices in 13 countries around the world, including China, Japan, the United States, and the United Kingdom. It is a Japanese subsidiary of a company. It operates 23 websites and apps that are localized by region and has approximately 400 million members. As the tourism industry is starting to make a full-fledged revival, we are contributing to the attraction of accommodation facilities by conveying the charm of Japan to travelers.

[Background of recruitment]
For business expansion

[Attractive points of company/work]
As the coronavirus measures continue to be eased and demand in the travel industry increases, they are expanding our workforce in order to meet the diversifying needs of our customers.
仕事内容Job description Strategy implementation
1) Implement Trip.com strategy of “Great quality and Globalization” in service team.
2) Continuously to improve customer experience by translating local customer voice into actions

Service Operation and Management
1) Based on deep understanding of all products and service, drive excellent operational performance and customer satisfaction results to meet (or even exceed) agreed targets
2) Work out clear and practical operation plan (annual, quarterly, monthly etc.) for service team with KPI management policy and methodology
3) Develop effective workflow and channels with establishing and optimizing standard procedures and processes
4) Continuously seek to improve service performance by driving all kinds of improvement projects in service team
5) Ensure all necessary reports are true reflection of operation and available for regular business review
6) Identify issues and opportunities for improvement by analyzing root causes based on data
7) Conduct regular meetings effectively to discuss and address operation issues with stakeholders
8) Manage and supervise BPO teams in different locations, ensure clear delivery of project scope and objectives, and KPI targets are met
9) Work closely with other customer service functions to ensure that the CS contact centers are well resourced and that initiatives/change are implemented on-time and in accordance to agreed objectives
10) Provide the insight and liaise with stakeholders in different format (e.g. reporting, business review) to timely address the issues and capture the improvement opportunities
11) Lead and develop the operation managers with sufficient support and guidance, including supervising, coaching, performance review etc.

Financial performance:
1) Responsible for team budget design, design and review cost reports on a monthly basis, and identify rooms for better managing cost

Team building and development
1) Establish motivational organism to maintain high team morale and drive a high level of performance.
2) Provide service team leads with sufficient support and guidance, including supervising, coaching, performance review etc.
3) Develop and implement employee development plan and retention plan

Team Coordination
1) Work closely with internal partners from all supporting functions to ensure sufficient resources for service team, such as Global Operations, Total Quality Management, Service Procedure and Product, HR, Culture & Admin
2) Coordinate with local partners for effective support, including Admin & IT, HR
3) Work with BPO vendors on service delivery, regular business review and communication
応募資格Requirement 1) Solid knowledge of contact center management tools including call monitoring skills, coaching, workforce management, etc.
2) Knowledge of employee recognition and reward practices
3) Strong conflict and problem-solving skills
4) Proven ability to effectively lead management team members
5) Ability to clearly communicate at all levels
6) Ability to perform duties with global vision and local insight
7) Ability to develop action plans through data driven analysis
8) Ability to generate and present proposals and reports on business operation
9) Demonstrated as integrity, accountability, professionalism
10) Fluent English skills both verbal and written
11) COPC,PMP, 6sigma experience is preferred
12) Proven record of success in customer service team management
13) Minimum of 10 years of contact center management experience
日本語力Japanese level Fluent
雇用形態Employment type Full-time
勤務エリアLocation Tokyo
勤務時間Working hours Working hours: 9:30~18:30
想定年収Salary Estimated annual income: ¥5M~8M
条件・待遇Condition [Conditions]
Employment Type: Permanent
Trial period: 6 months
Estimated annual income: ¥5M~8M
Work location: Tokyo
Working hours: 9:30~18:30
Holidays: 2 days a week (Saturdays and Sundays), national holidays
Vacation: Congratulatory or condolence leave, paid leave, paid sick leave
Overtime: Average 10h / month
Benefits: Transportation expenses (up to ¥30,000 per month), complete with social insurance
選考についてProcess [About selection]
Documents required for application: English resume
Online interview: Available
Interview language: Japanese
Number of interviews (flow): 3 times interviews, skill check
* May change depending on the situation of the candidate
Comments from United World
This is a Service Manager position at a foreign-affiliated OTA (Online Travel Agent) company at the call center.