Job Description

Get to Know our Team:

Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda’s values to each and every customer with multiple support channels and a strong desire to serve. Certainly doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.

The Opportunity:

If you are looking for a rewarding and exciting career in customer service, we want you! We are currently looking to recruit Customer Experience Specialists to be based in our Malaysia office. This is a fantastic opportunity to develop your customer service skills while working for a fast-paced company that invests in its employees.

In this Role, you'll get to:

• Deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email, and live chat).
• Required to support combination of Agoda products (Hotel, Flights, Activities and more) to support the business needs after being trained for required skills.
• Professionally handle high volume of inquiries from clients and customers across regions such as Hong Kong, Taiwan, and China.
• You will be accountable for meeting individual (KPIs) and team goals.
• Understand and deliver business strategies and improve customer services through the execution of self-service.
• Continuously identify work process improvements and communicate to Team Leaders and (or) Manager.
• Perform office-based administrative duties whenever required.
• Must demonstrate high degree of integrity and confidentiality – Maintain confidentiality of customer information at all times.
• Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc.

Benefits:

• Hybrid working arrangement (work from office 1 week in every 8 weeks)
• Strategic working location – Walking distance from public transportation hub
• Annual leave: Starting at 16 days (first year)
• Annual bonus and annual increment
• EPF, SOCSO & EIS Contribution
• Medical card by AIA insurance

Job Requirements

What you'll Need to Succeed:

• We are looking for individuals that have an excellent command of spoken and written English & Mandarin (Cantonese speaking is an added advantage to interact with customers from Hong Kong).
• Personality traits – Good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical and goal focused.
• Customer service skills – Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills.
• Analytical thinking and high problem-solving skills.
• Stress tolerance and able to work under pressured environment.
• Willing to work in shift rotations (am/pm/midnight shift) to ensure we have 24/7 service levels.
• Able to work on public holidays and weekends.

Skills