Service Manager

at  Tripcom Group

WHO WE ARE

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 more than 30,000 employees 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.
Trip.Biz is a digital business travel management company powered by Trip.com Group, providing all-in-one solution built on human-centric technology and rich inventory. Headquartered in Singapore, Trip.Biz has already garnered the trust of over 15,000 large-scale corporations and more than 980,000 small to medium-sized enterprises in business travel across the globe. We level up corporate travel to save time and cost while our clients succeed in business.

WHO WE ARE LOOKING FOR

We are seeking a dynamic and experienced professional to oversee service operations across multiple customer contact centre sites in various regions. The ideal candidate will ensure alignment with Trip.com Group and Corporate Travel HQ’s strategic goals, enhance customer and internal team satisfaction, and contribute to the expansion and stabilisation of our overseas customer service operations.

• Oversee service operations across multiple customer contact centre sites in responsible regions, ensuring alignment with Trip.com Group and Corporate Travel HQ’s strategic goals
• Enhance customer and internal team satisfaction by delivering exceptional service and improving productivity
• Contribute to the expansion and stabilisation of overseas customer service operation by executing strategic business plans
• Monitor industry trends and competitor dynamics, propose optimisation suggestions, and improve the company’s core competitiveness
• Act as liaison between the overseas customer contact centre sites and BU 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