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.
As a Customer Experience Specialist, 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), professionally handle a high volume of inquiries from clients and customers, and contribute to business strategies by improving customer service through self-service initiatives, participating in product experiments, providing feedback, and driving efficiency.
Responsibilities:
- Deliver excellent customer service and manage customer needs
- Support customers across Agoda products
- Handle high volume of inquiries from clients and customers
- Contribute to business strategies by improving customer service
- Identify work process improvements
- Maintain open communication with Team Leaders and Managers
- Take ownership of customer issues and concerns
Requirements:
- Excellent command of spoken and written English & Mandarin
- Customer service skills – attentiveness, empathy, patience, and consistency
- 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
- Ability to work independently and in a team environment
- Demonstrate a high degree of integrity and confidentiality
Nice to Have:
- Prior experience of working in customer/partner-facing roles for at least a year
- Written and spoken proficiency in Cantonese
Benefits:
- 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