Head of Customer Experience

TUI International Holiday (Malaysia) Sdn. Bhd.

We’re adventure seekers. Smile givers. Impact makers.

We’re TUI, a leading global travel and leisure experience company counting 1200 travel agencies, five airlines with around 130 planes, over 400 hotels, 16 cruise liners, various digital platforms for leisure activities, and most importantly over 60 000 brilliant colleagues worldwide. Our passion is making holiday dreams come true for our 21 million customers.

TUI - Airline Holidays, based in Kuala Lumpur / Bangsar, is a fully-owned subsidiary of TUI Group providing end-to-end holiday package solutions for some of the world's best airlines. Offering holiday packages, event tickets, hotels, tours and more globally under the airline brand, we are continuously growing our airline partners and offerings for our customers. 

JOB DESCRIPTION 

• Team Leadership and Development : Lead the Customer Service team, focused on delivering a best-in-class customer service experience in the online travel domain
• Technical Expertise : You have an extensive experience with B2C E-commerce systems and the operational setup and infrastructure to deliver a scalable customer service operation. Ideally you are well versed in the airline and online travel industry and the complexities of selling holiday packages. 
• Process Engineering: Design, setup and implement Customer Service processes and operational processes that deliver a high-quality and efficient operation, scalable to accommodate rapid growth of transaction volumes.
• Data-Driven Decision Making: An analytical and CRM system experienced individual. Experienced with methodologies to forecast customer service resource needs, monitor quality and performance of the service operation and knows how to structure a transparent and accountable service operation.
• Innovation and Product Design : Leverage latest technologies to elevate the customer experience focussing on user-friendly interfaces and seamless customer interactions. Working closely with Product Design and User Experience units to ensure new tools, systems and products are designed customer centric and allow for efficient operations and support.
• Performance Metrics : Implement and monitor key performance indicators specific to online travel and airline customer services, ensuring alignment with internal and client business’ expectations. Set up a framework and processes to continuously improve the efficiency and quality of customer services.
• Continuous Improvement : Work closely with technology, marketing, and product development teams to integrate customer service insights into overall business strategies and deliver continuous product development programs.

EXPERIENCED REQUIRED

• At least 10 years of hands-on experience leading a customer service business unit
• At least 5 years experience in customer services within a B2C E-commerce business
• Demonstrated leadership experience with a history of managing successful customer service operations
• Hands-on experience in administration and management of customer service systems such as Zendesk, Dynamics, AWS Connect

Company information

Registration No.

1275784-T

Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as a Head of Customer Experience?

How would you rate your English language skills?

Have you worked in a call centre before?

How many years' experience do you have as a customer service specialist?

How many years' experience do you have as an AWS Administrator?

How many years' experience do you have as a Microsoft Dynamics Specialist?

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