Job title: Operations Manager (Japanese Native Speaker)
Job type: Permanent
Emp type: Full-time
Industry: MLM (Multi-level Marketing)
Functional Expertise: Customer Services
Salary type: Monthly
Salary: Negotiable
Location: Bangkok, TH
Job published: 2024-12-16
Job ID: 129150
Contact name: Natthanicha Ariyavorakul
Phone number: +6627160000

Job Description

Our client specializes in selling membership cards for hotels under the Accor Group, offering exclusive benefits and privileges to enhance customer loyalty.

Job Description:

  • Driving the strategic development of Contact Center operations with a focus on innovation.
  • Collaborating with a diverse team across APAC, Paris, and the global community.
  • Engaging in ongoing training and professional growth opportunities.
  • Reporting to the Director of External Contact Center Operations based in Paris.
  • Overseeing Customer Care and Reservation activities for Japanese-speaking markets.
  • Monitoring and managing daily performance to meet service level and quality standards.
  • Analyzing performance metrics and SLAs to identify areas for improvement.
  • Ensuring services meet Accor’s quality standards through regular audits and assessments.
  • Conducting quality calibrations with BPO partners to maintain consistent service levels.
  • Providing training, guidance, and support to maintain a consistent customer experience.

Qualifications:

  • Able to relocate (Work in Thailand 50%, Japan 50%).
  • Good command of English.
  • Native Japanese speaker.
  • Experience in team management.
  • Experience in customer service, call centres, or contact agent roles.

Benefits:

  • Yearly bonus.
  • Visa and work permit.
  • Group insurance.
  • Annual leave: 12 days.