Description
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.
Job Description
As a Support Associate in our Customer Experience Group (CEG), you will deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email, and messaging). You will support customers across a combination of Agoda products (Hotel, Flights, Activities and more).
Key Responsibilities:
- Deliver excellent customer service and manage customer needs
- Support customers across multiple Agoda products
- Professionally handle a high volume of inquiries from clients and customers
- Contribute to business strategies by improving customer service through self-service initiatives, participating in product experiments, providing feedback, and driving efficiency
- Continuously identify work process improvements
- Maintain open communication with Team Leaders and Managers, including feedback, coaching, and alignment on performance goals
- Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc.
Requirements:
- Excellent command of spoken and written English & Mandarin
- Customer service skills – attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills
- Excellent listening skills, critical thinker with attention to detail
- Minimum typing speed of 35 words per minute
- Willingness to work on 24/7 rotating shifts as per business requirements including on public holidays, and weekends as applicable
- Ability to work independently as well as in a team environment
- Demonstrate a high degree of integrity and confidentiality
- Ability to operate in a fast-paced work environment
- Perform office-based administrative duties whenever required
Nice to Have:
- Prior experience of working in customer/partner facing roles for at least a year
- Written and spoken proficiency in Cantonese
What We Offer:
- A highly diverse, multicultural work environment
- Hybrid Work Model (along with a one-time WFH allowance)
- Agoda staff discount on bookings
- Career development opportunities
- Supplemental medical & life insurance
- Employee well-being programs