Customer Experience Specialist_Mandarin Speaker

Operations and admin
Full-time
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Kuala Lumpur, Kuala Lumpur

About The Job

Roles & Responsibilities:

  1. You will deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone and email).

  2. Professionally handle high volume of inquiries from clients and customers.

  3. You will be accountable for meeting individual (KPIs) and team goals.

  4. Understand and deliver business strategies and improve customer services through the execution of self-service.

  5. Continuously identify work process improvements.

  6. Communicate to Team Leaders and (or) Manager.

  7. Perform office-based administrative duties whenever required.

  8. Must demonstrate high degree of integrity and confidentiality – Maintain confidentiality of customer information at all times.

  9. Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc.

Your Requirements

Qualifications:

  1. We are looking for individuals that have an excellent command of spoken and written Mandarin & English.

  2.  Experience in customer service roles is desirable but not essential, fresh graduates are also encouraged to apply. 

  3. Personality traits – Good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical and goal focused. 

  4. Customer service skills – Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills. 

  5. Analytical thinking and high problem-solving skills. 

  6. Stress tolerance and able to work under pressured environment. 

  7. Willing to work in shift rotations (am/pm/midnight shift) to ensure we have 24/7 service levels. 

  8. Able to work on public holidays and weekends. 

  9. Required to have own transportation arrangement because we are in 24 hours operations. 

  10. Able to speak fluent Cantonese is a bonus.

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Our Culture

ABOUT WORKING AT AGODA

Agoda is a travel company and we want our team to reflect the diverse cultures and interests of the many travellers that we serve. We recruit people from across the world and have a team who come from over 60 nationalities and speak over 40 different languages. We also have rhythmic gymnasts, swing dancers, medieval cosplay enthusiasts and former pop-music idols in our team, reflecting a workplace culture that welcomes and celebrates unique and creative people from all walks of life.

We get support for the things that matter to us

Benefits
We offer a comprehensive benefits program to complement your life at Agoda, including: insurance, provident fund contributions, relocation support, staff discounts on Agoda products and more.

Health and Wellbeing
We believe that healthy people are happy people and support health and fitness initiatives like all-company sports days, running and cycling clubs, and high-energy team building challenges.

Learning & Development
We work hard to provide our people with opportunities to develop their careers and professional skills through online learning and instructor-led training.

Corporate Social Responsibility
Our people are passionate about causes that give back to the community and so are we. We provide support to CSR initiatives like blood donation drives, charity marathons, fundraising cycling events and more.

We live and work where most people only holiday

Our operating headquarters are based in the Thai capital of Bangkok, where we employ over 1,000 people from around the globe. While it’s 30°+ outside, Agodans don’t sweat, knowing they have the coolest jobs out there. If you’re successful at getting a role based in Bangkok, we’ll provide relocation support for you and your family to help you move and settle into your new environment.

ABOUT US

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.com is part of Priceline.com (Nasdaq:PCLN). 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.

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