Customer Experience Specialist - Mandarin & Cantonese (Kuala Lumpur)

Overview

Agoda Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia About Agoda : Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world. Our Purpose

Bridging the World Through Travel. We believe travel allows people to enjoy, learn and experience more of the world, bringing individuals and cultures closer together and fostering empathy, understanding and happiness. The Opportunity

We are looking to recruit Customer Experience Specialists based in our Malaysia office. This is a rewarding role to develop customer service skills while working for a fast-paced company that invests in its people. Responsibilities

Deliver excellent customer service and manage the needs of customers (guests and partners) through our communication channels (phone, email, and live chat). Support a combination of Agoda products (Hotel, Flights, Activities, and more) after receiving required training. Professionally handle a high volume of inquiries from clients across regions such as Hong Kong, Taiwan, and China. Achieve individual KPIs and contribute to team goals. Understand and deliver business strategies and improve customer services through self-service implementations. Identify opportunities for process improvements and communicate with Team Leaders or Managers. Perform office-based administrative duties as required. Maintain a high degree of integrity and confidentiality of customer information. Take ownership of customer issues, including operational issues and pricing / invoice queries. What you'll Need to Succeed

Excellent command of spoken and written English & Mandarin (Cantonese is a plus). Personality traits : good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical and goal-focused. Customer service skills : attentiveness, empathy, patience, consistency, persuasive communication, and immaculate telephone manners. Analytical thinking and problem-solving skills. Ability to work under pressure and tolerate stress. Willing to work in shift rotations (AM / PM / Midnight) to ensure 24 / 7 service levels. Able to work on public holidays and weekends. Equal Opportunity Employer

At Agoda, we pride ourselves on diversity and inclusion. Employment is based on merit and qualifications, and we are committed to equal opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, or other legally protected characteristics. Your application may be kept on file for future vacancies unless you request removal in accordance with our privacy policy. Disclaimer

We do not accept unsolicited third-party or agency submissions. If we receive such submissions, we reserve the right to contact and hire directly without a recruitment fee.

#J-18808-Ljbffr