Customer Experience Specialist - English & Mandarin (Kuala Lumpur, Malaysia)
Core
Deliver excellent customer service and manage guest and partner needs across Agoda products (Hotel, Flights, Activities) via phone, email, and messaging channels.
Role type
Customer Experience Specialist (Bilingual)
Builds
Customer satisfaction and operational efficiency for Agoda's travel platform
Domain
Travel / Hospitality
Deliverable
client delivery
Required skills
Spoken and written English, Spoken and written Mandarin, Customer service, Active listening, Critical thinking, Attention to detail, Telephone etiquette, Typing speed (35 wpm), Shift flexibility
Preferred skills
Cantonese proficiency, Prior customer-facing experience (1+ year)
Responsibilities
Handle high volume of customer inquiries, Contribute to business strategies via self-service initiatives and product experiments, Identify work process improvements, Maintain open communication with Team Leaders and Managers, Take ownership of operational issues and pricing queries
Seniority
Individual Contributor