Customer Experience Specialist – Bilingual (Fluent in Arabic & English)

As a Customer Experience Specialist in Cairo, Egypt, supporting Arabic and English, you will develop strong problem-solving and communication skills while gaining global experience. You will deliver outstanding service to guests and partners via phone, email, and chat, handling high volumes of inquiries and taking ownership of booking issues. The role involves developing expertise across Agoda's product lines, applying company policies, collaborating with teams, and safeguarding customer data, all within a 24/7 rotational shift schedule, including weekends and holidays.

Must Have

• Deliver outstanding service to guests and partners via phone, email, and chat.
• Handle high volume inquiries and deliver accurate, timely resolutions.
• Take end-to-end ownership of booking issues (changes, cancellations, payments).
• Work towards achieving individual and team KPIs.
• Develop expertise across multiple Agoda product lines.
• Apply Agoda policies and procedures consistently.
• Collaborate with Team Leaders, Managers, and other teams to resolve complex cases.
• Safeguard customer data and maintain strict confidentiality.
• Work rotational shifts (mornings, evenings, nights, weekends, public holidays).
• Excellent spoken and written Arabic skills.
• B2 level English proficiency.
• Strong customer focus and problem-solving skills.
• Ability to manage time and priorities in a fast-paced environment.

Good to Have

• Prior working experience in customer support, contact center, or service roles.
• Experience in travel, e-commerce, hospitality, or BPO.
• Experience working with international customers or partners.
• Familiarity with contact center, CRM, or ticketing systems.
• Additional language skills beyond the core required language.

Perks & Benefits

• Competitive compensation with performance-based incentives.
• Annual discretionary performance bonus.
• Visa sponsorship and relocation support for eligible roles and locations.
• Health insurance and other locally competitive benefits.
• Agoda travel discounts and special rates on accommodation and related products.
• Work from anywhere for up to 30 days per year.
• Structured training, coaching, and clear performance metrics.
• Opportunities to grow your career within the Customer Experience Group or across Agoda.
• An inclusive, international work environment where your ideas and feedback are valued.

Get to Know Our Team

Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 16 languages. No matter the issue, we present the best of Agoda’s values to each and every customer with multiple support channels and a strong desire to serve. Certainly, doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.

The Opportunity

As a Customer Experience Specialist, supporting Arabic and English, you will:

• Build strong problem-solving and communication skills that open doors to many future roles
• Support customers and partners from multiple countries and cultures, gaining truly global experience
• Join a data-driven, fast-learning team that experiments, improves, and shares feedback openly

In This Role, You Will

• Deliver outstanding service to guests and partners via phone, email, and chat
• Handle a high volume of inquiries and deliver accurate, timely resolutions
• Take end-to-end ownership of booking issues (e.g. changes, cancellations, payments, and other customer queries)
• Work towards achieving individual and team KPIs (e.g. quality, productivity, customer satisfaction, etc.)
• Develop expertise across multiple Agoda product lines (e.g., Accommodation, Flights, Activities), with training to support different customer segments and services over time
• Apply Agoda policies and procedures in a fair and consistent way
• Collaborate with Team Leaders, Managers, and other teams to resolve complex or unusual cases
• Safeguard customer data and maintain strict confidentiality at all times
• Work rotational shifts (including mornings, evenings, and nights) to support a 24/7 global operation
• As part of a rotating shift schedule, you’ll occasionally work weekends and public holidays, planned in advance with your team
• Enjoy Agoda’s Hybrid work model, i.e. primarily work-from-home, with on-site collaboration days roughly 1 week out of every 8 weeks (details may vary by location)

Core Skills and Competencies

• Strong customer focus and a genuine desire to help others
• Excellent spoken and written Arabic skills, and B2 level English
• Ability to stay calm, accurate, and professional under pressure
• Good problem-solving skills, using guidelines and data to make decisions effectively
• Flexibility to adapt to new tools, processes, and feedback
• Ability to manage time and priorities in a fast-paced, high-volume environment
• Reliability, integrity, and a positive, collaborative attitude

Nice to Have

• Prior working experience in customer support, contact center, or service roles
• Experience in travel, e-commerce, hospitality, or BPO is a plus
• Experience working with international customers or partners
• Familiarity with contact center, CRM, or ticketing systems
• Additional language skills beyond the core required language for the role if any

Why Agoda

• Competitive compensation with performance-based incentives
• Annual discretionary performance bonus
• Visa sponsorship and relocation support for eligible roles and locations
• Health insurance and other locally competitive benefits
• Agoda travel discounts and special rates on accommodation and related products
• Work from anywhere for up to 30 days per year
• Structured training, coaching, and clear performance metrics
• Opportunities to grow your career within the Customer Experience Group or across Agoda
• An inclusive, international work environment where your ideas and feedback are valued

Discover more about working at Agoda

• Agoda Careers [https://careersatagoda.com]
• Facebook [https://www.facebook.com/agodacareers/]
• LinkedIn [https://www.linkedin.com/company/agoda]
• YouTube [https://www.youtube.com/agodalife]

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.