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Customer Experience Specialist – Japanese (Based in Kuala Lumpur)

Customer Experience Specialist – Japanese (Based in Kuala Lumpur)

AgodaKuala Lumpur, Malaysia
25 days ago
Job description

Overview :

Agoda is transforming travel for millions of customers across the globe. Headquartered in Asia, Agoda is one of the world’s largest online travel accommodation platforms. Founded in 2005 and now part of Booking Holdings (Nasdaq : BKNG), Agoda has a network of over 2,000,000 vacation rentals and hotels worldwide. Our web and mobile products provide a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best deals for business and leisure travelers. Agoda employs over 5,000 professionals from 70 nationalities in locations around the globe. In every department – from engineering to customer experience – we provide an environment rich with creativity, collaboration, and experimentation, and the tools to work faster and smarter. At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great.

If you are looking for a rewarding and exciting career in customer service, we want you! We are currently looking to recruit Customer Experience 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 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)
  • Required to support combination of Agoda products (Hotel, Flights, Activities and more) to support the business needs after being trained for required skills
  • Understand and deliver business strategies and improve customer services through the execution of self-service
  • Accountable for meeting individual (KPIs) and team goals
  • Continuously identify work process improvements and communicate to Team Leaders and (or) Manager

Qualifications :

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

  • Japanese Native speakers
  • JLPT N1 qualifiers
  • Business level of 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 shift), any 9 hours from 0800am – 0900pm.
  • Able to work on public holidays  and weekends.
  • Required to  have own transportation arrangement  because we are on shift rotation basis.

    • 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
  • Dress code – smart and casual every day!

    • Visa sponsorship & relocation package provided. (For non local Malaysian candidates, Bachelor degree or equivalent is required for visa application purpose)

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    Customer Experience Specialist • Kuala Lumpur, Malaysia