Customer Experience Specialist

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 amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.

We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.

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, uniquely combining local knowledge and connections to offer 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 in creativity, collaboration, and experimentation, along with the tools to work faster and smarter. At Agoda, we believe our people are our strength. We work hard, have fun, and 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 recruiting 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).
• Support a combination of Agoda products (Hotels, Flights, Activities, and more) to meet business needs after receiving the required training.
• Understand and deliver business strategies, and improve customer service through the execution of self-service options.
• Be accountable for meeting individual KPIs and team goals.
• Continuously identify work process improvements and communicate them to Team Leaders and/or Managers.

Qualifications:

We are looking for individuals with an excellent command of spoken and written Japanese and English.

• Native Japanese speakers
• JLPT N1 qualification
• Business-level English
• Open to working graveyard shifts

Experience in customer service roles is desirable. Previous experience in a contact or call center is preferred.

• Personality traits: Good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical, and goal-focused.
• Customer service skills: Attentiveness, empathy, patience, consistency, persuasion, immaculate telephone manners, and strong communication skills.
• Analytical thinking and strong problem-solving skills.
• Ability to tolerate stress and work effectively in a high-pressure environment.
• Willingness to work in shift rotations (including night and graveyard shifts).
• Able to work on public holidays and weekends.
• Own transportation arrangement required due to shift rotation basis.

In Return, Agoda Will:

• Offer an attractive annual salary and subsidized parking rate (above market rate).
• Provide a 5-day working week (any 5 days of the week).
• Set up medical coverage (outpatient and inpatient).
• Provide 4 weeks of comprehensive paid training.
• Offer attractive staff discounts—discounted hotel accommodation anywhere in the world
• Support leadership development.
• Maintain a smart and casual dress code every day

About the Work Arrangement:

• Rotational shifts, including night and graveyard shifts.
• Work from office or hybrid arrangement.

Visa sponsorship and relocation package provided. (For non-local Malaysian candidates, a bachelor's degree or equivalent is required for visa application purposes.)

Agoda is proud to be an Equal Opportunity Employer. We are committed to 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. If you need assistance or accommodation due to a disability, please let us know.

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.

By applying to this job, you agree that Agoda may process your personal data in accordance with the Agoda applicants' privacy statement

• Agoda Careers
• Facebook
• LinkedIn
• YouTube

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.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

Disclaimer

We do not accept any terms or conditions, nor do we recognize any agency's representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.