Customer Experience Specialist – Bilingual (Fluent in Russian & English) | Cairo, Egypt

The role

You will deliver service to guests and partners via phone, email, and chat. You will handle booking issues and work towards individual and team KPIs.

What you will do

• 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
• Work towards achieving individual and team KPIs
• Develop expertise across multiple Agoda product lines
• 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

Required qualifications

• Strong customer focus and a genuine desire to help others
• Excellent spoken and written Russian skills
• 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

Nice to have

• Prior working experience in customer support, contact center, or service roles
• Experience in travel, e-commerce, hospitality, or BPO
• Experience working with international customers or partners
• Familiarity with contact center, CRM, or ticketing systems
• Additional language skills beyond the core required language for the role

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

About the company

Agoda is part of Booking Holdings with a diverse team of over 7,000 people from 90 countries. The company connects people to destinations and experiences through hotels, flights, and holiday properties.