This is a unique opportunity be part of Booking.com's team at our 4th Customer Service Site in Asia Pacific - Bangkok, Thailand!

The company requires a Customer Service Guest & Partner Team Lead to assist the Customer Service Manager to motivate and lead the Bangkok-based Customer Service team and to provide outstanding levels of customer service to Booking.com customers and hotel partners. You will work 40 hours a week and you are responsible for leading a team of Customer Service Guest/Partner Executives as well as for conducting other Customer Service tasks.

Ideal Candidate : This role is ideal for an articulate, energetic and enthusiastic customer service professional with leadership flair and ability to motivate others. As well as experience within a customer services or customer-facing role you will be passionate about providing the best possible levels of customer services and have experience in or potential to run a highly motivated, dynamic and efficient team.

You possess strong communication skills, both oral and written, and of course, excellent leadership, coaching and mentoring abilities. You should be efficient, organized, adaptable and capable of working on your own initiative in carrying out your day-to-day data tasks with limited need for supervision. You should be skilled at multi-tasking and able to co-ordinate a variety of tasks.

• Take ownership for team results and provide daily leadership to a team of multilingual agents to achieve department targets
• Be an effective change manager, who knows how to handle periods of change and lead a team through this by displaying motivating and encouraging behaviours
• Understand development needs and provide coaching, training and support to team members
• Effectively use business tools to monitor team performance, quality and adherence
• Create a safe and open team environment where regular and constructive feedback is encouraged
• Be a role model for company policies and procedures and ensure the team understands and adheres to them
• Be a voice for continuous improvement providing feedback on opportunities and proactively share best practices
• Collaborate with the recruitment team in the recruitment process and onboarding of new team members
• Handle guest (b2c)/accommodation partner (b2b) cases as required

• Minimum 1-3 years' experience as a people manager or team leader in a customer service or contact centre environment;
• Strong interpersonal skills
• Experience leading teams in an international, customer-focused environment
• Strong work ethic; self-directed and resourceful
• Solution oriented and result driven
• Proactive, flexible and capable of working independently as well as working in a team
• Good communication and analytical skills
• Ability to multi-task & a flexible attitude
• This role is only open to Thai nationals. Booking.com is unable to provide work pass sponsorship for this role.