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Job Location: Avani Office

Minor Hotels is a global hospitality leader with over 600 hotels and resorts across six continents, a diverse portfolio of F&B businesses and a selection of luxury transportation services. With over five decades of experience, Minor Hotels has built a global network of hotel and hospitality brands driven by one key philosophy – we don’t need to be the biggest, but we do need to be the best. Perpetually driven by an entrepreneurial spirit, we create better hospitality brands, businesses and partnerships. We do this because hospitality is our calling. We live and breathe it every day, always led by what matters most to our guests, our team members and our partners. Joining Minor Hotels means becoming part of a truly international team, with real opportunities to grow, make an impact, and deliver what people truly want most. • Able to think fast, find answers, and respond quickly to customers’ concern, issues and questions, all with a polite, empathic, and professional and manner. • Excellent customer care and focus, ability to assess customers’ needs and provide the correct answer, path, troubleshooting, or method for a positive customer experience. • Attract customs by promoting our company positively, answering questions and addressing concerns as they arise. • Recommend possible hotels to meet the customs’ needs • Ability to learn and follow all customer service procedures and policies. • Refer issue and questions to managers if necessary • Answer and manager incoming calls, emails, chats, WhatsApp, LINE, and/or the related channel • Take personal responsibility for driving up selling and cross selling • Strive to meet and go above personal and team targets, and goals. • Aim for customer resolution and return • Record, organize and file customer interactions and profile/account changes. • Maintain effective office administrative procedures within the Minor Customer Contact Center, Thailand that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies. • Able to close sell, up-sell and cross-sell on transient business. • Assist to make all room reservation and ensure maximize room revenue and ensure all reservation detail update within required hotel procedures. • Able to assist transient customer on other hotel inquiry, transportation, direction, spa, etc. • Able to gather information of group and/or event inquiry with necessary steps. • Understand the dynamics of Regional & Local Market, local Competitors and Events of the destination. In-depth understanding of local seasonality and booking patterns. • Taking, amending and cancel reservation details as applicable. Confirming the method of payment. • Ensure compliance to all security and safety standards on everyday basis. • Ensure optimal utilization of all company software system and maintain knowledge on all room types and its availability Not the right fit? Set up email alerts as new job postings become available that meet your interest!

Customer Service Associate (L1)

Lalamove

Bangkok

ภายนอกON-SITE

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it! Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday. With 1600+ employees spread across SEA and LATAM, our 12-year old company has reached unicorn status in 2018, is well funded by prominent VCs and has kept growing at tremendous speed since. Our strength lies in our internal values, namely Passion in serving local communities, empowering SMEs and our driver partners, Execution and Grit because that is how we differentiate ourselves by never giving up and striving for excellence, and Humility - awareness in ourselves to learn from others and never stop improving. At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple. Since 2013, we have tackled the logistics industry head on to find the most innovative solutions for the world’s delivery needs. Our vision is to bring communities closer and make city life easier by allowing fast and convenient circulation of goods. We realize this vision with a ‘glocal’ approach, building a robust operations team to adapt our product to local networks of businesses and delivery contractors. At the same time, we have ambition to build an international brand by establishing an even more global presence. What you’ll do - Inquiry management (inbound and outbound) - Provide support to our users and drivers by answering their questions in a proactive, clear and efficient way - Handle customer and driver complaints - Provide appropriate solutions and alternatives within the time limits and limit the risks of driver/user dissatisfaction - Match supply and demand - Monitor Lalamove daily operations activities and pro-actively engage driver to ensure a maximum fulfillment rate - Understand and follow the company procedures: Provide accurate, valid and complete information by using the right methods/tools What we seek - A go-getter, and problem solver mindset to proactively customize solution for each customer needs. - Acute sense of discernment and diplomacy to arbitrate fairly on difficult cases and cooperate with different types of characters. - Good written and verbal communication skills to communicate accurately within our customers. - Ability to multi-task, prioritize, and manage time effectively. What you’ll need - Bachelor's degree or college experience preferred. Previous experience in customer support - Willingness to work weekends, early mornings, late nights, and occasional holidays - Positive, outgoing and customer-oriented - Good team player and responsible - Fluent in English & Thai - Immediately available is highly preferred To all candidates- Lalamove respects your privacy and is committed to protecting your personal data. This Notice will inform you how we will use your personal data, explain your privacy rights and the protection you have by the law when you apply to join us. Please take time to read and understand this Notice. Candidate Privacy Notice: https://www.lalamove.com/en-hk/candidate-privacy-notice สำหรับผู้สมัครทุกคน ลาลามูฟ เคารพในความเป็นส่วนตัวของคุณและมุ่งมั่นที่จะปกป้องข้อมูลส่วนบุคคลของคุณ ประกาศนี้จะแจ้งให้คุณทราบว่าเราจะใช้ข้อมูลส่วนบุคคลของคุณอย่างไร,อธิบายสิทธิความเป็นส่วนตัวของคุณ และการคุ้มครองตามกฎหมายเมื่อคุณสมัครงานกับเรา โปรดใช้เวลาอ่านและทำความเข้าใจประกาศนี้ ประกาศความเป็นส่วนตัวของผู้สมัคร: https://www.lalamove.com/th-th/candidate-privacy-notice

Job Location: Minor Vacations Phuket Office

Minor Vacations is the vacation ownership arm of Minor Hotels, created to lead the evolution of timeshare, vacation clubs, and related holiday products. Established to go beyond traditional models, Minor Vacations brings together innovative programmes and ownership solutions — from short-term vacation offerings to fractional ownership projects — designed around how people want to enjoy their leisure time today and in the future. Guided by an unwavering commitment to excellence, Minor Vacations is focused on doing things brilliantly, not just at scale. Powered by people and inspired by meaningful experiences, the brand delivers flexible, thoughtfully designed vacation solutions that balance refined growth with long-term value for owners, partners, and communities. With a forward-looking approach grounded in trusted hospitality expertise, Minor Vacations continues to expand horizons, transform the vacation ownership experience, and deliver what truly matters. The success of Minor Vacations rests upon the quality and integrity of our brand. The role of the Customer Services Supervisor is to handle key issues around customer relations and, summarized as follows: Customer Relations: ensure complaints are addressed in a timely and conclusive manner. This includes all complaints relating to Club Points Ownerships, issues involving regulatory agencies such as Consumer Protection Board, issues involving arbitration, local courts and other sensitive issues as deemed appropriate by Minor Vacations functional heads. The Customer Services Manager will execute both reactive and proactive strategies in conjunction with the Marketing, Preview Centres and Club Services departments to address Guests and Club Points Owners’ complaints. Resolutions: As directed by Senior Customer Services Manager& Assistant Customer Services Manager, you will assist in the review of: (1) marketing materials, including contest entry slips, direct mail pieces, Owner Referral material, and the administration of submissions to various jurisdictions as required; and (2) collateral used at Preview Centres, including Disclosure Statement, T-Sheet, Owner’s Acknowledgement, Wall Boards, etc. Key Responsibilities: - Assist to manage the day-to-day operations of the Resolutions department. This includes hiring, training, conducting performance reviews, review of consumer correspondence, interfacing with Legal, Preview Centres, Club Services, Regulators, Club Points Owners and other customers as necessary; and coordinating efforts across division lines as required. (50%) - Represent Minor Vacations in arbitration, mediation and local court cases. Prepare accurate and comprehensive documentation supporting Minor Vacations’s position. (10%) - Prepare comprehensive monthly reports focusing on key issues of concern. Identify repetitive issues and address with appropriate management personnel. (10%) - Review preview centre and marketing materials directed to the consumer at large. Coordinate feedback with preview centres and marketing as necessary. (15%) - Establish proactive relationships with regulatory agencies and public forums to ensure Minor Vacations is viewed in a positive light within the community. (5%) - Special projects, as assigned. (10%) Qualifications: - 1-3 years related education and training or equivalent combination of education and experience. - Native language proficiency in Mandarin-English is a key requirement for success in this role. Additional proficiency in Cantonese will be highly regarded. - Communication skills: Ability to read, analyze and interpret the most complex documents. Ability to respond effectively to sensitive inquires and complaints. - Ability to use Microsoft Word and Excel. - Strong problem-solving skills as it relates to consumer communications, evaluating sale documents on complex issues and finding creative solutions. - Ability to work effectively across division lines at all levels of the organization. - Ability to interface with external parties including regulators and external legal counsel. - Strong negotiating skills. - Self-motivated with strong organizational skills. - Ability to work in a multitask, multi-function environment managing priorities effectively. License, Certificates and Registrations: Not applicable Other: Some travel may be required #LI-AC1 Not the right fit? Set up email alerts as new job postings become available that meet your interest!

Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to): - Customer channel management - Case Management - Customer onboarding and relationship management - Contract and dispute management - and more. Management stream includes those who primarily lead people for whom they have employee lifecycle responsibilities including hire/fire decisions, coaching/mentoring, coordination of tasks, appraising performance, pay reviews, and developing for future assignments. The management responsibilities are in addition to job specific accountabilities for objectives such as setting direction and developing business & operational areas, developing policies & practices, and implementing business plans. The planning horizon can vary from short to long term dependent on the career stage and goal achievement is typically accomplished through performance of direct and/or indirect reports. Progression within this stream reflects acquisition of broad technical expertise, business and industry knowledge, and process and people leadership capabilities. A colleague at this level works independently within defined boundaries and guidelines in a specific area but will need supervision and support on more complex tasks. Knowledge is required for the application of practical methods and techniques, work procedures and processes. Solutioning is through a choice between known alternatives, within the area of expertise and the leader will evaluate the appropriateness and effectiveness of the solution. The job requires previous work experience in a related area, or practical knowledge obtained via advanced education. Leaders at this level manage employees day-to-day and set priorities to ensure task completion. Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected].

Customer Service Associate - Japanese Speaking (Fresh Graduates Welcome)

Accenture

Bangkok

ภายนอกON-SITE

The Customer Service role involves handling customer interactions via phone, email, or chat. Responsibilities include addressing customer issues, providing information, and supporting queries on products or services. Responsibilities: - Communicate with customers via phone, email, and chat. - Provide accurate information about products, payments and refunds. - Collaborate with internal departments to fulfil customer needs. Qualifications: - Minimum 6 months of voice customer service experience. - Fluent in English and Japanese. - Excellent verbal, written, and interpersonal skills. - Ability to multi-task, organize, and prioritize efficiently. - Flexible with rotational shifts, including nights and overnights. - Available to start immediately. About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Customer Service - Korean speaking (Fresh Graduates Welcome)

Accenture

Bangkok

ภายนอกON-SITE

The Customer Service role involves handling customer interactions via phone, email, or chat. Responsibilities include addressing customer issues, providing information, and supporting queries on products or services. Responsibilities: - Communicate with customers via phone, email, and chat. - Provide accurate information about products, payments and refunds. - Collaborate with internal departments to fulfil customer needs. Qualifications: - Minimum 6 months of voice customer service experience. - Fluent in English and Korean - Excellent verbal, written, and interpersonal skills. - Ability to multi-task, organize, and prioritize efficiently. - Flexible with rotational shifts, including nights and overnights. - Available to start immediately. About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Job Location: Avani Office

Minor Hotels is a global hospitality leader with over 600 hotels and resorts across six continents, a diverse portfolio of F&B businesses and a selection of luxury transportation services. With over five decades of experience, Minor Hotels has built a global network of hotel and hospitality brands driven by one key philosophy – we don’t need to be the biggest, but we do need to be the best. Perpetually driven by an entrepreneurial spirit, we create better hospitality brands, businesses and partnerships. We do this because hospitality is our calling. We live and breathe it every day, always led by what matters most to our guests, our team members and our partners. Joining Minor Hotels means becoming part of a truly international team, with real opportunities to grow, make an impact, and deliver what people truly want most. • Able to think fast, find answers, and respond quickly to customers’ concern, issues and questions, all with a polite, empathic, and professional and manner. • Excellent customer care and focus, ability to assess customers’ needs and provide the correct answer, path, troubleshooting, or method for a positive customer experience. • Attract customs by promoting our company positively, answering questions and addressing concerns as they arise. • Recommend possible hotels to meet the customs’ needs • Ability to learn and follow all customer service procedures and policies. • Refer issue and questions to managers if necessary • Answer and manager incoming calls, emails, chats, WhatsApp, LINE, and/or the related channel • Take personal responsibility for driving up selling and cross selling • Strive to meet and go above personal and team targets, and goals. • Aim for customer resolution and return • Record, organize and file customer interactions and profile/account changes. • Maintain effective office administrative procedures within the Minor Customer Contact Center, Thailand that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies. • Able to close sell, up-sell and cross-sell on transient business. • Assist to make all room reservation and ensure maximize room revenue and ensure all reservation detail update within required hotel procedures. • Able to assist transient customer on other hotel inquiry, transportation, direction, spa, etc. • Able to gather information of group and/or event inquiry with necessary steps. • Understand the dynamics of Regional & Local Market, local Competitors and Events of the destination. In-depth understanding of local seasonality and booking patterns. • Taking, amending and cancel reservation details as applicable. Confirming the method of payment. • Ensure compliance to all security and safety standards on everyday basis. • Ensure optimal utilization of all company software system and maintain knowledge on all room types and its availability Not the right fit? Set up email alerts as new job postings become available that meet your interest!

Customer Service Associate - Hindi Speaking

Accenture

Bangkok

ภายนอก

The Customer Service role involves handling customer interactions via phone, email, or chat. Responsibilities include addressing customer issues, providing information, and supporting queries on products or services. Responsibilities: - Communicate with customers via phone, email, and chat. - Provide accurate information about products, payments and refunds. - Collaborate with internal departments to fulfil customer needs. Qualifications: - Minimum 6 months of voice customer service experience. - Fluent in English and Hindi. - Excellent verbal, written, and interpersonal skills. - Ability to multi-task, organize, and prioritize efficiently. - Flexible with rotational shifts, including nights and overnights. - Available to start immediately. About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to): - Customer channel management - Case Management - Customer onboarding and relationship management - Contract and dispute management - and more. Administrative stream includes those who primarily support others by performing skilled technical, administrative or operational tasks. Jobs may range from highly supervised entry-level workers, technicians, and administrative staff to experienced individual contributors with robust technical or practical knowledge in specific areas, who have an ability to execute specialized work to support operations. At the top of this career stream, individuals work independently and apply standards, yet can also make departures from established processes to resolve problems. A colleague at this level works on tasks of limited scope and complexity, exercises independent judgment within defined boundaries and guidelines and typically under supervision. The colleague has skills developed through job-related training and on-the-job experience within a specific job discipline. Colleagues have knowledge of standardized work routines and methods, general facts and information but may need to escalate non-routine problems to a more experienced colleague or supervisor. The job requires limited job and business knowledge at the time of hiring. Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected].

Customer Service Associate - English speaking

Accenture

Bangkok

ภายนอกON-SITE

The Customer Service role involves handling customer interactions via phone, email, or chat. Responsibilities include addressing customer issues, providing information, and supporting queries on products or services. Responsibilities: - Communicate with customers via phone, email, and chat. - Provide accurate information about products, payments and refunds. - Collaborate with internal departments to fulfil customer needs. Qualifications: - Minimum 6 months of voice customer service experience. - Fluent in English - Excellent verbal, written, and interpersonal skills. - Ability to multi-task, organize, and prioritize efficiently. - Flexible with rotational shifts, including nights and overnights. - Available to start immediately. About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide. No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us. The Opportunity This is a high-impact leadership opportunity, for a Regional Customer Service Manager to lead Agoda's Customer Experience Group (CEG) Incident Management (IM) & Dispute Resolution & Privacy Advisory (DRPA) teams. This role will lead a team of Team Managers (TMs) who handle complex technical/non-technical incidents and sophisticated legal, privacy, and regulatory disputes. This role will be responsible for creating a unified, world-class response framework that applies consistent principles of risk management, stakeholder communication, and operational excellence across both incident and dispute resolution. We are looking for a leader with exceptional judgment who can command a crisis when needed, navigate complex legal and privacy disputes, and provide clear-headed strategy in chaotic situations. You will be the key liaison to senior stakeholders, responsible for turning high-stakes challenges into well-managed outcomes. In this role, you'll get to: - Mentor and manage specialized TMs for both IM and DRPA, holding them accountable for team performance, development, and the execution of their specific ownership pillars (e.g., court matters, incidents, legal escalations, workload management, high-risk cases). - Serve as the senior leader for Agoda’s response to complex incidents (natural disasters, system outages, political events, etc.), ensuring effective war room facilitation and decisive mitigation strategies. - Oversee the handling of high-risk regulatory investigations to specific escalations, data privacy matters (e.g.: Data Subject Right Request), and multi-jurisdictional legal disputes to minimize financial and brand exposure. - Serve as the primary point of contact and bridge between internal stakeholders (e.g.: Legal, PR, Finance, Product) and external authorities providing strategic updates to SLT during severe incidents and ensuring aligned, effective collaboration during high-risk escalations. - Drive a culture of continuous improvement, moving the team from reactive problem-solving to proactive prevention. You will oversee root cause analysis on critical cases and champion initiatives to automate manual work and streamline complex workflows. - Champion a high-performance, high-accountability culture within the team, using data from KPIs to identify and address gaps in team engagement and performance. - Own and evolve team performance dashboards, leveraging data visualization tools to surface actionable insights for senior leadership - Prepare and present strategic performance reviews on the team's health, challenges, and improvement initiatives, using data to tell a compelling story to senior leadership. - Be the point of escalation for operational challenges impacting the team’s stability and/or operational effectiveness, making decisive calls to resolve bottlenecks, manage crises, and protect both the customer & partner experience and Agoda's brand. - Embrace and drive Agoda's 'experiment and measure' culture by identifying opportunities for process innovation and rigorously testing their impact. - Be unafraid to ask for help, be willing to fail-fast and willing to take a risk when the need arises. What you’ll Need to Succeed: - Significant experience in incident management, crisis response, legal operations, or privacy advisory within a fast-paced technology environment. - Ability to remain calm and make rational, decisive judgments in ambiguous situations with limited information with a mindset that challenges conventional approaches and identifies deep-seated systemic issues before they escalate. - Exceptional leadership and people development skills; you know how to coach, motivate, and hold other managers accountable for their teams' performance and development. - Advanced analytical and investigative mindset as you are expected to use data to identify the root cause of complex problems and are comfortable navigating ambiguity where no clear process exists. - Confidence and communication skills to interact with directors and VPs, manage their expectations, and drive alignment on critical issues. You can articulate complex situations clearly and concisely to a variety of audiences, from individual contributors to executives. - Experience with data visualization tools (e.g. Tableau, Metabase) and a working knowledge of SQL. - Fosters a culture grounded in Agoda values and purpose, role-modelling direct, respectful difficult conversations that set clear expectations, uphold integrity, and support continuous growth for individuals and teams. It's great if you have: - A background in managing specialized or L2/3 support teams. - Formal training or certification in process improvement methodologies (e.g., Six Sigma, Lean). - Leadership experience in a Crisis, Incident, Risk, Compliance, Trust & Safety Response Teams or Legal Operations role. Location: We welcome applications from Kuala Lumpur & Bangkok locations only. Shift/Working Days: Regular Shift and available for on-call escalation outside business hours during active incidents or crises Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works. Discover more about working at Agoda - Agoda Careers https://careersatagoda.com - Facebook https://www.facebook.com/agodacareers/ - LinkedIn https://www.linkedin.com/company/agoda - YouTube https://www.youtube.com/agodalife Equal Opportunity Employer At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy. Disclaimer We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

Binance is the leading global blockchain ecosystem and cryptocurrency infrastructure provider whose suite of financial products includes the world’s largest digital-asset exchange. Our mission is to accelerate cryptocurrency adoption and increase the freedom of money. If you’re looking for a fast-paced, mission-driven organization where opportunities to learn and excel are endless, then Binance is the place for you. Responsibilities - Development and implementation Backend service for the AI Chatbot products. - Build large scale software system, which can impact daily life of millions of customers. - Explore and integrate the LLM applications to improve chatbot performance and user experience. - Underlying infra/arch upgrade performance tuning, online incidents troubleshooting, and system refactoring. - Write high-quality, clean, and maintainable code using engineering best practices guide junior engineers’ daily work and do knowledge share, etc. Requirements - Bachelor's/Master's degree in computer science, engineering, or equivalent industry experience. - Over 8 years of professional experience in a related field. - Core Java programming skills and willingness to do hands on coding are a must. - Knowledge and experience with Python and familiar with collaborating with algorithm engineers. - Capable to cope with stress, and quickly learn new knowledge. - Good cross-team communication skills. - Familiarity with design patterns and system design required to solve common software programming challenges. - Knowledge and experience with Chatbot & Custom service Bot is considered as a plus. - Knowledge and experience with LLM usage is considered as a plus. - Knowledge and experience with data job like Flink/Spark are considered as a plus. Working at Binance • Be a part of the world’s leading blockchain ecosystem that continues to grow and offers excellent career development opportunities • Work alongside diverse, world-class talent in an environment where learning and growth opportunities are endless • Tackle fast-paced, challenging and unique projects • Work in a truly global organization, with international teams and a flat organizational structure • Competitive salary and benefits • Flexible working hours, remote-first, and casual work attire Learn more about how Binancians embody the organization’s core values, creating a unified culture that enables collaboration, excellence, and growth. Apply today to be a part of the Web3 revolution! Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success. By submitting a job application, you confirm that you have read and agree to our Candidate Privacy Notice.