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Client Services Manager

Singapore

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Egencia

Do you enjoy working with internal teams and clients? Our Client Services Managers provide thought leadership and support to our Account Management teams and clients at Egencia, Expedia Group’s business travel company.

If you’re looking to join a team that is focused on customer centricity where you can help keep clients happy with their customer service experience, this is the team for you. We are looking for candidates who want to step in, learn the space and help continue to delight our clients and customers.

What you’ll do:

  • Analyze, diagnose, and recover performance issues impacting our clients
  • Proactively monitor service delivery quality and provide information and solutions to account management teams and GCO leadership to maintain client health.
  • Build and maintain relationships with account management teams, call center teams, and internal teams in order to collaborate, influence, and effectively drive improvement performance initiatives.
  • Write, edit and deliver specialized client processes to frontline service delivery teams and individual travel consultants in a virtual or contact center setting. Contribute to travel consultant knowledgebase articles in partnership with the Global Training team.
  • Interface with internal/external customers, clients and present Egencia products and services with professional demeanor.
  • Project manage customer service initiatives finding new ways to improve process, improve efficiencies, and opportunities to improve the customer experience for our clients. Delegation of tasks and consensus building for ideas needed.
  • Partner with the Onboarding team to reduce the risk of account re-configurations post launch. Assist with some new account implementations, providing back as needed.

Who you are:

  • Excels at conflict management and negotiation and possesses the maturity to manage relationships
  • Experienced working in a matrix organization and is comfortable dealing with ambiguity
  • A background in Customer Service and process improvement with at least 3-5 years experience supporting both China and India markets
  • Bilingual capabilities (Chinese) with a strong English fluency
  • A passion for digging into issues and driving improvements
  • Willing to travel as needed for the role and willing to work flexible hours to accommodate multiple time zones

Why join us:

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

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Expedia is committed to creating an inclusive work environment with a diverse workforce.All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
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R-46420

Job Category
Customer Service Group

Job Function
Contact Center Operations

Location
Singapore

Job Type
Full-Time Regular

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