Skills:

Japanese, English

Job type:

Full-time

• The challenge to contribute to a very ambitious strategic development of our Contact Centers activity.
• The opportunity to join a pioneer team in terms of innovation of the Call Center activity.
• The chance to work with our diverse team both in APAC and in Paris, as well as our global community of coordinators, creating memories and connecting people and cultures.
• Ongoing training, learning, and continuous growth of your expertise.
• Strong sense of belonging.
• Reporting to the Director of External Contact Centers Operations based in Paris, France, this position is responsible for managing daily Contact Center operations of our Japanese speaking markets.
• You will oversee both Customer Care and Reservation activities, monitor and manage the performance to ensure achievement of high service level and Quality standard across all channels.
• Performance Management.
• Monitor daily operations performance of our BPO.
• Analyze performance & SLAs on each activity, identifying areas for improvement, and collaborating on strategies to enhance service delivery.
• Quality Assurance.
• Manage and improve Quality delivered by each contact center, make sure that it s in line with Accor s quality standards.
• Conduct quality assessments and calibrations with our BPOs.
• Monitor the quality of services delivered by external contact centers, conducting regular audits and assessments to ensure adherence to service level agreements (SLAs) and maintaining the desired standards of customer experience.
• Process, Training and Development.
• Collaborate with contact center partners to identify opportunities for process enhancement, suggesting and implementing improvements that optimize workflows and elevate service quality.
• Enhance communication efficiency, ensure that all the information & processes are deployed in our centers, in an efficient manner, with high quality.
• Identify key areas of improvement in our centers, collaborate with internal stakeholders to provide necessary training & guidance & support, ensuring a consistent customer experience.
• Demonstrated experience (3 to 5 years) in client relationship management or operations within a contact center environment.
• Exceptional verbal and written communication skills to effectively convey expectations and feedback.
• Analytics and data driven problem solver, able to derive insights and drive production improvements.
• Ability to work on teams and in a multi-cultural environment.
• Familiarity with contact center operations, and customer service best practices.
• You are hands-on and enjoy getting into the heart of the matter.
• Excellent communication skills in Japanese and English are required (written, spoken, read); one of the 2 is native.
• Job based in Bangkok with up to 1 travel per quarter.
• We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.
• Why work for Accor?.
• We are far more than a worldwide leader. We welcome you as you are and support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us you can continue to explore limitless possibilities.
• Every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
• Do what you love, care for the world, dare to challenge the status quo!.
• Pay: Up to ฿90,000.00 per month.
• Operation/BPO Management: 2 years (Required).
• Japanese (Required).
• English (Required).