Service Manager

About Us 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 four Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.


We have more than 30,000 employees scattered 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.

In this Role, you’ll get to

• Implement Trip.com strategy of "Great quality and Globalization in ID Service team
• Continuously improve customer experience by translating local customer voice into actions
• Provide great service to customers with successful achievement of targeted KPI goals and on-time delivery
• Work out clear and practical operation plan (annual, quarterly, monthly etc) for service team with KPI management policy and methodology
• Develop effective workflow and channels with establishing and optimizing standard procedures and processes
• Continuously seek to improve service performance by driving all kinds of improvement projects in service team
• Ensure all necessary reports are true reflection of operation and available for regular business review; able to identify issues and opportunities for improvement by correct analysis and interpretation
• Manage and supervise BPO teams in different locations, ensure clear delivery of project scope and objectives, and KPI targets are met
Manage cost & budget through resource efficient strategy with the same level of quality

What you'll Need to Succeed

• Proven record of success in customer service team management
• Minimum of 10 years of contact center management experience
• Solid knowledge of contact center management tools including call monitoring skills, coaching, workforce management, etc.
• Knowledge of employee recognition and reward practices
• Strong conflict and problem-solving skills
• Proven ability to effectively lead management team members
• COPC, PMP, 6sigma experience is preferred
• Fluent English skills both verbal and written
• Ability to develop action plans through data driven analysis
Ability to generate and present proposals and reports on business operation

Why Trip.com Group We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports and respect team members in and out of the workplace. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made What’s more?

• Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions

• Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact

• We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.

• We encourage flexible work arrangement

Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.

Click the link to learn more about What makes Trip.com Group a leading global travel service provider?


Click the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish!


Find out more job opportunities at https://careers.trip.com



Have a good trip, and see you soon!