Agoda is an online travel booking platform connecting travelers with accommodations, flights, and activities globally. Part of Booking Holdings, it fosters a diverse and collaborative environment. The Customer Support Team provides 24/7, multi-language assistance, actively seeking to improve customer experience and business performance. This role offers a rewarding career for Customer Experience Specialists in Malaysia, focusing on developing customer service skills within a fast-paced company.

Must Have

• Deliver excellent customer service and manage customer needs through phone, email, and live chat.
• Support a combination of Agoda products (Hotel, Flights, Activities).
• Professionally handle high volume of inquiries.
• Meet individual (KPIs) and team goals.
• Understand and deliver business strategies, improve customer services through self-service.
• Continuously identify work process improvements.
• Communicate to Team Leaders and/or Manager.
• Perform office-based administrative duties.
• Demonstrate high degree of integrity and confidentiality.
• Take ownership of customer issues and concerns.
• Excellent command of spoken and written English.
• Willingness to work in shift rotations (24/7 service).
• Good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical, goal focused.
• Attentiveness, empathy, patience, consistency, persuasion, immaculate telephone manners, communication skills.
• Analytical thinking and high problem-solving skills.
• Stress tolerance and ability to work under pressure.
• Ability to work on public holidays and weekends.
• Required to have own transportation arrangement.

Good to Have

• Experience in customer service roles.
• Experience in a contact center environment.

Perks & Benefits

• Hybrid working arrangement (Work from Home)
• Competitive salary
• Young and dynamic multinational team
• Possibility to travel
• Career opportunity regarding lateral moves within CEG teams and global locations as well as other departments within the company
• Continuous learning & development through corporate training programs
• Modern working environment

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:

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 38 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:

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:

• 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
• Professionally handle high volume of inquiries from clients and customers.
• 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.
• Willing to work in shift rotations to ensure we have 24/7 service levels.
• 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.
• Able to work on public holidays and weekends. – There’s compensation provided in case of public holiday.
• Required to have own transportation arrangement

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.

In return, Agoda will:

• Hybrid working arrangement (Work from Home)
• Competitive salary
• Young and dynamic multinational team
• Possibility to travel
• Career opportunity regarding lateral moves within CEG teams and global locations as well as other departments within the company
• Continuous learning & development through corporate training programs
• Modern working environment

No relocation & visa support for this role.

You can read more about our hiring process in below article:

https://careersatagoda.com/blog/how-we-hire-ceg/

#entrylevel #kualalumpur #CUST #2 #LI-CC1

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.

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