Customer Experience Specialist – English and Portuguese (based in Cairo)

Agoda is an online travel booking platform part of Booking Holdings, connecting travelers with a global network of accommodations, flights, and activities. The Customer Support Team provides 24/7, real-time assistance in 38 languages, focusing on improving customer experience through collaboration and experimentation. This role involves delivering excellent customer service across various communication channels, managing inquiries for Agoda products, and contributing to business strategies by identifying process improvements and taking ownership of customer issues.

Must Have

• Deliver excellent customer service and manage customer needs through phone, email, and messaging.
• Support a combination of Agoda products (Hotel, Flights, Activities and more).
• Professionally handle a high volume of inquiries.
• Contribute to business strategies by improving customer service.
• Continuously identify work process improvements.
• Maintain open communication with Team Leaders and Managers.
• Take ownership of customer issues and concerns.
• Advanced command of spoken and written Portuguese (B2 or higher).
• Advanced command of spoken and written English (B2 or higher).
• Customer service skills (Attentiveness, empathy, patience, consistency, persuasion, immaculate telephone manners, communication skills).
• Excellent listening skills, critical-thinker with attention to detail.
• Minimum typing speed of 35 words per minute.
• Willingness to work on rotating shifts, including public holidays and weekends.
• Ability to work independently as well as in a team environment.
• Demonstrate a high degree of integrity and confidentiality.
• Ability to operate in a fast-paced work environment.

Good to Have

• Prior experience of working in customer/partner facing roles for at least a year.

Perks & Benefits

• Fixed term contract with a possibility of extension.
• Annual performance Bonus.
• $400 USD allowance to set up your home office (one time).
• Highly diverse, multicultural work environment.
• Competitive compensation package including benefits and annual performance-linked bonus.
• Staff discount on bookings.
• Career development opportunities.
• Employees’ well-being programs.

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.

Get to Know our Team

Our Customer Support Team understands that travel can be an ever-changing environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of our 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 business performance.

Our Customer Support Team serves a daily role in contributing to a core strength and service with a clear vision and a focus on efficient and satisfying customer support.

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 messaging).
• Required to support combination of products (Hotel, Flights, Activities and more) to support the business needs after being trained for required skills
• Professionally handle a high volume of inquiries from clients and customers.
• Contribute to business strategies by improving customer service through self-service initiatives, participation in product experiments, providing feedback, and driving efficiency.
• Continuously identify work process improvements.
• Maintain open communication with Team Leaders and Managers, including through feedback, coaching, and alignment on performance goals.
• Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc.

What we offer:

• Fixed term contract with a possibility of extension based on performance and business needs.
• Annual performance Bonus, in line with policy
• $400 USD allowance to set up your home office (one time)
• A highly diverse, multicultural work environment
• A compensation package, including benefits and an annual performance-linked bonus, that is competitive for the role and aligned with country or global standards.
• Staff discount on bookings
• Career development opportunities
• Employees’ well-being programs

What you'll Need to Succeed:

• Advanced command of spoken and written Portuguese (B2 or higher) and English (B2 or higher).
• Customer service skills – Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills.
• Excellent listening skills, critical-thinker with attention to detail.
• Hybrid work from home arrangement with a one-time $400 WFH allowance
• Minimum typing speed of 35 words per minute
• Willingness to work on rotating shifts, as per business requirements including on public holidays, and weekends on applicable.
• Ability to work independently as well as in a team environment.
• Demonstrate a high degree of integrity and confidentiality
• Ability to operate in a fast-paced work environment

It's Great if you have:

• Prior experience of working in customer/partner facing roles for at least a year.

#LI-JI2 #2 #3 #cairo #alexandria #giza

Discover more about working

• 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 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.

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