ZEN Rooms
Country : Indonesia
  • Full-time

Operations Manager (Customer Excellence Division)

Rocket Internet  – the world’s leading venture capital firm having its forte in technology and innovation with the bracket of companies such as Lazada, Zalora etc.

ZEN Rooms – the hospitality arm of Rocket Internet, a leading budget accommodation provider across Asia. Today we are the best rated budget hotels chain in Asia, being in top 5 players in all our 7 countries. ZEN Rooms is one of the most innovative and fastest growing technological forefront in the Rocket Internet group of companies.

ZEN Rooms Customer Excellence Division – customer satisfaction is our number one priority. Our focus is to make sure every customer has a smooth experience, every time they interact or transact with us.


​We are looking for a self-driven individual to fulfill the role of Operations Manager in Customer Excellence Division.

The role requires a high degree of professionalism, ability to work in a fast paced evolving environment with all its challenges and opportunities.

You will lead the strategic management and the successful operational delivery of the Global Customer Support team (located in Jakarta, Manila, Bangkok).

This role gives you the opportunity to work in a cross-functional role and contribute in various areas.

Join us to develop a top-class customer experience division. Unleash your entrepreneurial spirit in this high-exposure and critical position that will boost your skills to the next level. Our employees across the globe all share the same philosophy of working hard, having fun and being part of one cohesive team.


  • Develop and execute appropriate and robust policies and operational practices to deliver an effective case management and excellent customer support. Prepare SOPs and enforce their implementation.
  • Recruit, lead, motivate and develop global customer support team to deliver best service to our clients, top quartile performance and customer satisfaction. Manage shift schedules.

·         Track, analyze and report on customer service metrics.

  • Work closely with other teams to identify the roots of potential problems and develop sustainable solutions. 
  • Provide thought leadership, strategic insight, and clear communication (written and verbal) to the team on strategy


  • Native Bahasa Indonesian speaker
  • Fluent English
  • At least 3 year(s) of senior leadership and management experience
  • Proven track record of delivering high levels of performance, sustained customer satisfaction and consistently achieving business goals.
  • Ability to work autonomously, prioritize competing tasks, and to respect tough deadlines
  • Excellent knowledge of Microsoft Office and ability to maximize the use of new technologies for you and your team. Knowledge of Zendesk is a strong plus.
  • Capability and willingness to learn quickly and change procedures to fit an ever-evolving operation process.

Total applicants :26 Job posted 10 months ago Total Views : 524 Unique Views : 524

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