Customer Experience Specialist

5 months ago

Kuala Lumpur, Malaysia Agoda Full time

**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 more than 3.6 million accommodations globally. Based in Asia and part of Booking Holdings, our 6,000+ employees representing 90+ nationalities 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.

**Get to Know our Team**:
**The Opportunity**:
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.

**In this Role, you'll get to**:

- **Professionally handle high volume of inquiries from clients & customers from worldwide market. Need to support customers in both Bahasa Malaysia & English languages.**:

- 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.

**What you'll Need to Succeed**:

- We are looking for individuals that have an excellent command of **spoken and written English & Bahasa Malaysia**.
- 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)
- Able to work on public holidays and weekends.
- Required to have own transportation arrangement because we are in shift rotation operations.

**It's Great if you have**:

- Experience in customer service roles and in contact center environment is desirable. Fresh graduates are also welcomed to apply.

**You can read more about our hiring process in below article**:
kualalumpur #CUST #2 #LI-CC1

**Equal Opportunity Employer**

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person's merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.

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