Agoda
Customer Experience Specialist - English & Mandarin (Kuala Lumpur, Malaysia)
Kuala Lumpur, Malaysia. Posted 26 days ago
The role
You will deliver customer service to guests and partners through phone, email, and messaging. You will support various Agoda products and contribute to business strategies through feedback and product experiments.
What you will do
- Deliver customer service to guests and partners through phone, email, and messaging
- Support customers across Agoda products including Hotel, Flights, and Activities
- Handle a high volume of inquiries from clients and customers
- Contribute to business strategies through self-service initiatives and product experiments
- Identify work process improvements
- Maintain communication with Team Leaders and Managers regarding performance goals
- Take ownership of customer issues including operational issues and pricing or invoice queries
- Perform office-based administrative duties
Required qualifications
- Excellent command of spoken and written English and Mandarin
- Customer service skills including attentiveness, empathy, patience, consistency, persuasion, and immaculate telephone manners
- 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 including public holidays and weekends
- Ability to work independently and in a team environment
- High degree of integrity and confidentiality
- Ability to operate in a fast-paced work environment
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
- One-time WFH allowance
- Agoda staff discount on bookings
- Career development opportunities
- Supplemental medical and life insurance
- Employee well-being programs
About the company
Agoda is part of Booking Holdings with a diverse team of over 7,000 people. The company connects people to destinations and experiences through hotels, flights, and holiday properties.