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This team saves someone’s holiday everyday (and they’re hiring)

Published on Nov 08. 2017

Customer Experience team at Agoda Malaysia

A holiday is always something to look forward to, but it can sometimes go wrong. The Customer Experience Group at Agoda plays a crucial role in the business by helping to ensure a happy holiday of every Agoda customer. In Kuala Lumpur, our Customer Experience team saves a holiday of thousands of customers a day, and they’re here to share their journey.

Tell us about yourself.

Monacher: Aloha! My name is Monacher, and I’m a newbie of the English Customer Support Team —  it’s been only 6 months since I joined the team. I look forward to what’s ahead!

Norwarda: I go by different names: “Warda, the Singaporean”, or “the one with a Doraemon Bag in Team Albert”. Born and raised in the sunny island of Singapore, I migrated to Kuching, Sarawak in 2004 and am the youngest of the family (after 4 cats). My previous experience was in events and tourism management, with the energy and character to prove it. I’m always inspired to achieve that “AHA!” moment in life.

Jeanette: I’m Jeanette Lionel from Indonesia. I’ve been working as a Customer Support Specialist – Indonesian team since September 2015.

Share your journey with Agoda.

Monacher: From colleagues who bring so much love and laughter to customers who brighten my day with kind words, I’ve met many incredible souls since I got my foot into Agoda’s Customer Experience Team. It’s a bittersweet job because customer attitudes and behaviors vary, but the sweet side definitely prevails.

Norwarda: The first few months were quite challenging, but now I’m comfortable handling different cases. It really took me only a couple months to settle down as my trainers advised.

Jeanette: This is actually my first job after I graduated, and I’ve never regretted working at Agoda. Of course, it was difficult, but I was given enough training and guidance to really absorb all the knowledge. As I’m on the frontline of the company, I believe that I represent the Agoda brand to customers, and that’s what motivates me to never stop learning and listening.

What’s one thing you like about working at Agoda?

Monacher: The team; together we can really build an empire.

Norwarda: The diversity; the office is always full of energy, laughter, and snacks from all over the world!

Jeanette: The autonomy; I’m empowered to make my own decisions most of the time.

Advice to those applying to Agoda?

Monacher: Working with individual targets, in terms of both inquiry volume and customer satisfaction, is required in Agoda’s Customer Experience Team. Our team in Kuala Lumpur also has a lot of fun weekly activities, so if you’re ready for the battle (and the huge celebration afterwards), go ahead apply now!

Norwarda: Come in ready to learn and have fun!

Jeanette: Before everything, ask yourself what your passion is. Are you the kind of person who loves interacting with people and solving real problems? If the answer is yes, welcome to the team!


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