Customer Success Director – Asia

Area: Asia Pacific, Singapore
Department: Customer Success

Context

FASTBOOKING is an AccorHotels Group’s subsidiary

  • We have offices in Paris, Venice, New Delhi, Singapore, Tokyo, Sao Paolo and Beijing.
  • More than 300 People worldwide.
  • Pure Player Internet, leader in the hospitality industry.
  • Offer leading edge products and services to hotels willing to develop a direct sales strategy.

Position

  • Title: Customer Success Director
  • Reporting: Managing Director – Asia and VP Customer Success – Paris
  • Director of Customer Success department for all Asia region

Responsibilities

  • Manage and lead the Company’s Customer Success Department for the Asia region.
  • Coordinate with other geographies in order to build a “follow the sun” organization.
  • Provide help and advice to customer using our organization’s products and solutions.
  • Communicate courteously with customers through all modes of communication.
  • Investigate and solve customer’s problems, which may be complex or long-standing problems that have been passed or any major incidents.
  • Handle customer complaints or any major incidents.
  • Keep accurate records of discussion or correspondence with customers in Salesforce (CRM).
  • Provide KPI on the region.
  • Develop feedback or complaints procedures for customers to use.
  • Develop customer service procedures, policies and standards for the company.
  • Handle proactive communication with Key Accounts for the company.
  • Participate in building the remote organization structure to gain in regional agility.
  • Coordinate with other managers to discuss possible improvements to customer service.
  • Be involved in staff recruitment and appraisals.
  • Train staff to deliver a high standard of customer service.
  • Learn about our organisation’s products or services and keep up to date with changes.
  • Keep ahead of developments in customer service by reading relevant journals, going to meeting and attending training courses.
  • Identify and construct relevant training opportunity to improve the quality of staff service.
  • Be responsible for all on-boarding products.
  • Participate actively in reducing on-boarding time.
  • Participate actively in reducing cases resolution time.

Skills and Experience

  • Experience
    • At least 7 years of working experiences in equivalent industry sector
  • International
    • Experience in multi-cultural, international organization
  • Internet
    • Experience with Internet B2B company
  • SMB
    • Experience in small or medium business environment
  • System Skills
    • Knowledge of the GDS, OTA environment will be an advantage
    • Computer efficiency in Excel, MS Word, PowerPoint, salesforce.com, etc.
  • Personality
    • Possess leadership skills
    • Strong communication skill and a can-do attitude
    • Well-organized and proactive
    • Successful experience in leading a team and playing a collaborative role
  • Languages
    • Fluent in English (spoken and written)
  • Travel
    • Extensive travel is required to cover the region

*If you wish to apply this position, please email to psho@fastbooking.net. Please note that only the shortlist candidates will be contacted. Thank you.

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Published on: June 13, 2017

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