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Customer Experience Specialist - English Team

Kuala Lumpur, Malaysia

Agoda.com is a leading Asia-based, online travel accommodation company that specializes in securing the best accommodations at the lowest prices for travelers. Agoda.com is part of Booking Holdings (Nasdaq: BKNG). Agoda.com’s network includes more than 950,000 accommodations worldwide. The multinational staff of nearly 3,000 professionals, located throughout the world, provides a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best deals to both business and leisure travelers.

 

If you are looking for a rewarding and exciting career in customer service, we want you! We are currently looking to recruit Customer Support 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. If you are fluent in English, we would love to hear from you! 

Roles & Responsibilities:

  • You will deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone and email).
  • Professionally handle high volume of inquiries from clients and customers.
  • 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.
  • 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.

Qualifications:

We are looking for individuals that have an excellent command of spoken and written English.

Experience in customer service roles is desirable. Past working experience in contact/call center preferred.

  • 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.
  • Required to have own transportation arrangement because we are in 24 hours operations.

In return, Agoda will:

  • Offer an attractive annual salary + subsidized parking rates (above market rate)
  • Provide a 5 day working week, any 5 day of the week
  • Set up medical coverage (outpatient and inpatient)
  • Provide 4 weeks’ comprehensive paid training
  • Provide attractive staff discount – discounted hotel accommodation anywhere in the world!
  • Leadership development
  • International relocation opportunities are available!
  • Dress code – smart and casual every day!

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