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Customer Service
Job Description
Customer Experience Specialist About Agoda: Agoda is a global online travel booking platform for accommodations, flights, and more. With a network of 4.7 million properties worldwide and a diverse team of 7,100+ employees from over 95 nationalities, we connect travelers with exciting destinations through cutting-edge technology. Our mission is to bridge the world through travel, fostering empathy and understanding across cultures. The Role: We are seeking passionate and driven Customer Experience Specialists to join our Malaysia office. In this role, you will deliver exceptional customer service to our clients through phone, email, and live chat, resolving issues, answering inquiries, and enhancing their travel experience. You’ll play a critical part in driving Agoda’s business by collaborating with teams and continuously improving customer support processes. Responsibilities: - Deliver outstanding service to customers (guests and partners) via phone, email, and live chat. - Handle high volumes of customer inquiries professionally and efficiently. - Meet individual and team Key Performance Indicators (KPIs). - Identify opportunities to improve customer service and self-service processes. - Communicate effectively with Team Leaders and Managers. - Handle administrative tasks when required. - Maintain confidentiality of customer information. - Take ownership of customer issues, including operational and pricing inquiries. What You Need: - Excellent spoken and written English communication skills. - Ability to work rotating shifts, including weekends and public holidays (with compensation). - Positive attitude, detail-oriented, responsible, and goal-focused. - Strong customer service skills, including attentiveness, empathy, patience, and persuasion. - Analytical problem-solving skills and ability to work under pressure. - Own transportation arrangement. Preferred Qualifications: - Experience in customer service or contact centers is desirable, though fresh graduates are welcome to apply.
Requirements
- Gender: anyone
- Age Requirement: Any
Benefits
- Hybrid working arrangement (Work from Home options).
- Competitive salary.
- A dynamic, multinational work environment.
- Career growth opportunities within Customer Experience teams and across global locations.
- Continuous learning and development through corporate training programs.
- Opportunities for travel.
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