Customer Support Specialist - Mandarin / Cantonese (Fresh Grad)
Agoda.com is a leading Asia-based, online travel accommodation company that specializes in securing the best accommodations at the lowest prices for travelers. Agoda is a Booking Holdings (BKNG) company, the world’s leading provider of brands that help people book great experiences through technology. Agoda.com’s network includes more than 1,000,000 accommodations worldwide. The multinational staff of nearly 3,500 professionals, located throughout the world, provides a first-rate reservation service in 40 languages that uniquely combines local knowledge and local connections to provide the best deals to both business and leisure travelers.
Customer Experience Group (CEG) is the largest group in Agoda.com. We work as the main foundation to sustain our customers’ satisfaction & ensure they are able to utmost enjoy their travelling experiences. Customer Experience Specialist focuses on delivering excellent customer service and manage the needs of our customers. 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. If you are a fresh graduate & fluent in Mandarin or Cantonese, we would love to hear from you!
Roles & Responsibilities:
- You will deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone and email).
- 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.
We are looking for individuals that have an excellent command of spoken and written Mandarin or Cantonese and English.
Experience in customer service roles is desirable. Past working experience in contact/call center preferred.
- 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.
- Willing to work in shift rotations (am/pm/midnight shift) to ensure we have 24/7 service levels.
- Able to work on public holidays and weekends.
- Required to have own transportation arrangement because we are in 24 hours operations.
In return, Agoda will:
- Offer an attractive annual salary + subsidized parking rates (above market rate)
- Provide a 5 day working week, any 5 day of the week
- Set up medical coverage (outpatient and inpatient)
- Provide 4 weeks’ comprehensive paid training
- Provide attractive staff discount - discounted hotel accommodation anywhere in the world!
- Leadership development
- International relocation opportunities are available!
- Dress code – smart and casual every day!
Interested to know more about our jobs – read what our employees are saying about their experience with us.
See Inside the Office of Agoda
As one of the fastest-growing online hotel platforms, Agoda is transforming travel for millions of customers around the globe. With its web and mobile products that combine local knowledge and connections to provide the best deals for business and leisure travelers, Agoda strives to make travel affordable, accessible, and easily available to its worldwide customer base.
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