Customer Service Manager China (m/f)

Shanghai

We are looking for a Shanghai based Customer Service Manager (m/f)  who will acquire and manage our non-branded partners in China.

At HRS GROUP “We love to make it happen”: We are the world’s leading hotel solutions provider and enable business and leisure travelers to search, book and stay in control of their hotel accommodation. It is our goal to make the booking experience simple and smart. Our booking portals combine more than 850,000 accommodations worldwide and form the basis for our innovative end-to-end solutions we are offering to global corporations. The HRS GROUP continues to expand and employs more than 1,500 people in 27 offices across the world.

To fuel our international growth we are looking for entrepreneurial minds, who are passionate and result-driven, have a strong team-spirit and will take on the challenge to pioneer the ever changing travel industry. Do you also want to make it happen at HRS?

 The challenge you are up for

  • Take end-to-end responsibility for the operation of the CSC department, including both internal team and external outsourcing vendors, to ensure the operational cost is within budget
  • Set up overall operational metrics and targets and ensure superior target achievement
  • Define the standard work flow (SOP) and ensure implementation fully aligned with the SOP standard; continuously improve the existing work flow via day-to-day coaching
  • Manage operations of outsourcing vendors, review their performance including service level and service quality on a weekly/monthly basis
  • Provide proper orientation and on-the-job training to new hires and current employees together with HR in order to ensure a consistently high service level
  • Set up quality monitoring mechanisms and a scorecard and implement a quality assurance process
  • Lead the service team to complete the tasks while aligning with company overall service standard

The commitment you bring

  • A degree in management or related field
  • 5 years of working experience from TMC, OTA or travel industry; sales or marketing experience a plus
  • Excellent knowledge in PC applications, with proficiency in using call centre technologies or other related specified software
  • Good people management skills and outstanding service orientation
  • Strong analytics, self-confidence and good persuasion skills
  • A structured, independent and goal oriented working style
  • Fluency in English, spoken and written

The reward you get

  • A high impact Customer Service Management role with high degrees of responsibility and autonomy
  • Plenty of room for personal growth and professional development
  • A highly talented, passionate and international team that revolutionizes the travel industry
  • Strong team performance and a transparent results focus towards one shared direction
  • A modern working environment

Application form

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