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 in Cairo, Egypt, supporting Portuguese and English, you will deliver outstanding service to guests and partners via phone, email, and chat. You will handle a high volume of inquiries and deliver accurate, timely resolutions. You will take end-to-end ownership of booking issues, work towards achieving individual and team KPIs, and develop expertise across multiple Agoda product lines.
Responsibilities:
- Deliver outstanding service to guests and partners via phone, email, and chat
- Handle a high volume of inquiries and deliver accurate, timely resolutions
- Take end-to-end ownership of booking issues (e.g. changes, cancellations, payments, and other customer queries)
- Work towards achieving individual and team KPIs (e.g. quality, productivity, customer satisfaction, etc.)
- Develop expertise across multiple Agoda product lines (e.g., Accommodation, Flights, Activities), with training to support different customer segments and services over time
- Apply Agoda policies and procedures in a fair and consistent way
- Collaborate with Team Leaders, Managers, and other teams to resolve complex or unusual cases
- Safeguard customer data and maintain strict confidentiality at all times
- Work rotational shifts (including mornings, evenings, and nights) to support a 24/7 global operation
- As part of a rotating shift schedule, you’ll occasionally work weekends and public holidays, planned in advance with your team
- Enjoy Agoda’s Hybrid work model, i.e. primarily work-from-home, with on-site collaboration days roughly 1 week out of every 8 weeks (details may vary by location)
Core Skills and Competencies:
- Strong customer focus and a genuine desire to help others
- Excellent spoken and written Portuguese skills, and B2 level English
- Ability to stay calm, accurate, and professional under pressure
- Good problem-solving skills, using guidelines and data to make decisions effectively
- Flexibility to adapt to new tools, processes, and feedback
- Ability to manage time and priorities in a fast-paced, high-volume environment
- Reliability, integrity, and a positive, collaborative attitude
Benefits:
- Competitive compensation with performance-based incentives
- Annual discretionary performance bonus
- Visa sponsorship and relocation support for eligible roles and locations
- Health insurance and other locally competitive benefits
- Agoda travel discounts and special rates on accommodation and related products
- Work from anywhere for up to 30 days per year
- Structured training, coaching, and clear performance metrics
- Opportunities to grow your career within the Customer Experience Group or across Agoda