Deputy Head of Customer Service and Operations  

ZEN Rooms, one of the fastest growing companies in South East Asia, is hiring a Deputy Head of Customer Service and Operations to expand its successful business in the Philippines.

ZEN was seeded in 2015 by Rocket Internet, the most successful emerging markets investor behind multi-billion dollar exits such as Lazada, Zalando, Foodpanda, Daraz, Groupon and Jumia.

Who is ZEN Rooms?

ZEN Rooms was founded with the mission to improve the defective budget hospitality sector in South East Asia (the world's fastest growing travel market).

ZEN now operates in 4 countries, is already a top 3 hotel franchise, working with thousands of franchisees to improve the value for money of hotel rooms and empower the domestic population to travel more and pay less!

How we work: ZEN partners with independent property owners and brings them under the franchise to maximize their potential in sales, tech and operational efficiencies. ZEN is building the Accor of South East Asia. In less than 4 years, ZEN has already achieved the highest customer satisfaction ratings in the region's budget hotel industry and is consistently quadrupling its revenue each year.

If you are excited to be part of this mission, please see details below:

What will you do?

• Supervise end to end process customer service
• Maintaining and managing the CS team schedule
• Making the decisions of all complaints and issues that are coming to the customer service platform
• Maintaining and ensuring communication between the CS department and other related division/department within the company (example: Account Manager, Pricing Team, Business Development, etc)
• Ensuring transfer knowledge and insight from cases that are customer service received to other departments for the improvement of products and process in the company
• Identify new opportunities to improve the way the job is performed and in the way the customer and team are served.
• Strive to exceed the expectations of our customers and the team
• Work in an international environment

• Minimum 2-3 years of leading a team of 5-10 people.
• Customer service/hospitality background is a plus.
• Interpersonal and communication skills
• Problem-solving attitude
• Experience with recruiting and performance evaluation processes
• Familiarity with reservation and customer service principles
• Good math skills with the ability to create and analyze reports, spreadsheets, and statistics