Customer Service Specialist – English and Arabic (based in Cairo)

Agoda is seeking a Customer Service Specialist based in Cairo to manage customer needs through various communication channels in English and Arabic. The role involves handling a high volume of inquiries, contributing to business strategies by improving customer service, identifying process improvements, and taking ownership of customer issues. This is a fixed-term contract with potential for extension, offering a diverse work environment, career development opportunities, and a competitive compensation package.

Must Have

• Deliver excellent customer service and manage customer needs through communication channels (phone, email, messaging).
• Support a combination of Agoda products (Hotel, Flights, Activities).
• Professionally handle a high volume of inquiries from clients and customers.
• Contribute to business strategies by improving customer service through self-service initiatives, product experiments, 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.
• Advanced command of spoken and written Arabic (level B2 or higher) and English (business fluent).
• Customer service skills: Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and 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 based on performance and business needs.
• $400 USD allowance to set up your home office (one time).
• Annual performance Bonus, in line with Agoda's policy.
• 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.
• Agoda staff discount on bookings.
• Career development opportunities.
• Employees’ well-being programs.

About Agoda

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide. No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

Get to Know our Team

Agoda’s 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 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.

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 Agoda 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.
• $400 USD allowance to set up your home office (one time).
• Annual performance Bonus, in line with Agoda's policy.
• 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.
• Agoda staff discount on bookings.
• Career development opportunities.
• Employees’ well-being programs.

What you'll Need to Succeed:

• Advanced command of spoken and written Arabic (level B2 or higher) and English (business fluent).
• 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.