Customer Experience Specialist – Japanese Speaker (Yokohama, requires relocation to Yokohama)

Yokohama, Japan

Get to Know Our Team:

Agoda’s Customer Support Team understands that travel can be an ever-changing environment. That is why we provide in-person, real-time help around the clock in 38 languages. No matter the issue, we present the best of Agoda’s values to every customer through multiple support channels and a strong desire to serve. Our specialists do more than just answer phone calls or reply to emails—they actively seek ways to improve our customers’ experiences. We quickly adapt to challenges by collaborating with other teams and experimenting wherever possible. This approach has enabled us to develop new and effective products that deliver meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team plays a vital role in contributing to one of Agoda’s core strengths and services, with a clear vision and a focus on efficient, satisfying customer support.

The Opportunity:

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

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).
• Support a combination of Agoda products (Hotels, Flights, Activities, and more) to meet business needs after receiving the required training.
• Professionally handle a high volume of inquiries from clients and customers.
• Be accountable for meeting individual KPIs and team goals.
• Understand and deliver business strategies, and improve customer service through the execution of self-service options.
• Continuously identify opportunities for work process improvements.
• Communicate with Team Leaders and/or Managers as needed.
• Perform office-based administrative duties as required.
• Demonstrate a high degree of integrity and confidentiality—maintain the confidentiality of customer information at all times.
• Take ownership of customer issues and concerns, including operational issues, pricing, invoice queries, etc.

What You’ll Need to Succeed:

• Excellent command of spoken and written business-level English, and native-level Japanese or JLPT N1 qualification.
• Immaculate telephone manners and communication skills.
• Excellent listening skills, critical thinking, and attention to detail.
• Minimum typing speed of 35 words per minute.
• Willingness to work rotating shifts, including weekends and public holidays.
• Ability to work both independently and as part of a team.
• Demonstrate a high degree of integrity and confidentiality.
• Office location: Yokohama, Japan.

Find out how our employees enjoy working at Agoda!

> https://careersatagoda.com/blog/inside-our-japan-office-yokohama/