Meet our Customer Experience GroupPublished on Oct 16. 2018
Everyday at Agoda, we help hundreds of thousands of travelers find incredible deals on accommodation in beautiful destinations around the world. Whether it’s a beachfront resort in Bali or a glass igloo in Finland, people visit our website and mobile app to book the best prices on over a million properties worldwide.
But what happens if one of those travelers has a question about their booking? First, they head over to Agoda’s self-service tool to manage their booking in a few easy clicks on our website or mobile app. Then if their question can’t be solved or if they need additional help, Agoda’s Customer Experience Group (CEG) comes to the rescue.
With multiple teams located in offices around the globe, CEG are Customer Experience Specialists, Accommodation Services Specialists, Project Managers, Data Analysts and more. Together, we’re proud to be a team of #travelsolvers dedicated to solving questions that help our customers enjoy their travel experience to the fullest.
Click play on the video now to meet the Customer Experience Group at Agoda, and apply to our open vacancies to join the team!
Tales from a #Travelsolver
“Một ngày nọ mình nhận được cuộc gọi từ một khách hàng nữ khá lớn tuổi. Bác muốn nhờ tụi mình hướng dẫn cách tạo đặt phòng mới ở khách sạn. Tâm sự rằng dù đã từng có nhiều đặt phòng trước đây nhưng đều do con trai tạo giúp. Lần này, bác muốn tạo bất ngờ cho con trai hiện đang du học xa bằng việc tự sắp xếp nơi ở cho chuyến du lịch sắp tới của cả nhà. Mình đã làm một “cẩm nang” chi tiết hướng dẫn bác tạo đặt phòng bằng cách chụp ảnh màn hình từng bước một trên website lẫn ứng dụng di động và gửi email đến bác. Ngày hôm sau, câu trả lời mình nhận được là một mã đặt phòng thành công cùng một cái ôm và lời cảm ơn bác gửi đến mình, vì đã biến mong muốn về chuyến đi của bác thành hiện thực!”
“One day, I received a call from an elderly customer inquiring about how to make a new booking. She explained that she’d like to surprise her son, who used to make bookings for her but couldn’t anymore as he now studies abroad, by booking a hotel for the upcoming family trip herself. I was touched by her story and wanted to help, so I made a step-by-step guide on how to make a booking through our web and mobile platforms – with detailed instructions and screenshots – and sent it to her. The next day, she sent me her booking confirmation along with a big hug, thanking me for making her travel happen!”
– Nga Le Nguyen Thu, a #travelsover and Customer Experience Specialist in the Vietnamese language team at Agoda.
“Selalu menganggap setiap pelanggan sebagai teman baik — menjadi pendengar dari kekhawatiran mereka, menjadi bahu untuk bersandar, dan kemudian mengubah fokus dari apa yang salah ke bagaimana saya bisa memperbaikinya menjadi lebih baik dan benar.”
“I always imagine my customer as my best friend – someone who I lend my ears to and offer a shoulder to lean on anytime. Whatever concerns they have, I’m ready to shift the focus from what went wrong to how I can help to make sure their travel goes smoothly as planned!”
– Vivi Rizki Oktaviani, a #travelsolver and Customer Experience Specialist in the Indonesian language team at Agoda.
“My team are a hardworking bunch, we’re on call 24/7 to help solve our customers’ travel questions. But it’s not all just hard work! We have a lot going on in the contact center: we celebrate birthdays, have reward and recognition, sports days, team dinners and other fun events. It’s very fun, very lively, very colorful. It’s just a great place to work. ”
– Simon Leach, a #travelsolver and Service Delivery Manager with the English language team at Agoda.
“ฉันอยู่ทีมลูกค้าสัมพันธ์ไทย เพื่อดูแลลูกค้าที่ใช้ภาษาไทยเป็นหลักค่ะ ข้อดีของการทำงานนี้คือ เราช่วยให้ลูกค้าของเรามีความสุขกับการไปเที่ยวมากขึ้น เวลาที่ฉันสามารถตอบคำถาม หรือแก้ปัญหาให้ลูกค้าได้ และทำให้พวกเขาสบายใจมากขึ้น สิ่งเหล่านี้ทำให้ฉันอยากพัฒนาตัวเองให้ทำงานได้ดีขึ้นค่ะ ข้อดีอีกอย่างหนึ่งในการทำงานนี้คือ ฉันได้มีโอกาสติดต่องานกับผู้ให้บริการโรงแรมและที่พักต่างๆเป็นภาษาอังกฤษ จึงทำให้ได้ฝึกฝนการใช้ภาษาอังกฤษในทางธุรกิจไปในตัวด้วยค่ะ”
“I’m in the Thai language team, and it’s my job to support Thai speaking customers. The best thing about my job is helping people enjoy their travel more. If I can answer a question or solve a problem that makes it less stressful for a customer to go travelling – that’s what drives me to be better at my job. I also need to speak in English to our accommodation partners and suppliers, which is great, because I can practice my business English skills.”
– Pimpanit Hathaiwat, a #travelsolver and Customer Experience Specialist in the Thai language team at Agoda.