Customer Service, Escalation - Team Manager (Hindi)

About the role

We take on the most complex and high-risk customer issues and see them through to a clear resolution, while protecting the trust people place in Agoda. As a Team Manager in CSI, you will lead a team of specialists who work with customers, partners, senior executives, and our Public Relations, Technology, Product and Legal teams.

What you'll do

• Coach, mentor and manage a team of CSI specialists, building a culture of excellence, accountability and continuous learning
• Set clear expectations, give regular feedback, manage performance and development plans ; address performance or behaviour gaps directly
• Own your goals and projects from start to finish, whether they are assigned to you or ones you start yourself. Turn challenges into clear actions
• Be the key decision-maker for your team during complex, high-stakes escalations
• Give clear direction, manage communication with stakeholders and steer each case to a controlled, effective resolution

What you need

• Customer service
• Escalation handling
• Public relations
• MS Office
• SQL
• Tableau
• Any graduate

Good to have

• PowerPoint