Customer Experience Specialist - Japanese (Based in Kuala Lumpur)

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.

Overview:

Agoda is transforming travel for millions of customers across the globe. Headquartered in Asia, Agoda is one of the world’s largest online travel accommodation platforms. Founded in 2005 and now part of Booking Holdings (Nasdaq:BKNG), Agoda has a network of over 2,000,000 vacation rentals and hotels worldwide. Our web and mobile products provide a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best deals for business and leisure travelers. Agoda employs over 5,000 professionals from 70 nationalities in locations around the globe. In every department – from engineering to customer experience – we provide an environment rich with creativity, collaboration, and experimentation, and the tools to work faster and smarter. At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great.

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 fluent in Japanese and English, 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, email and chat).
• 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.

Qualifications:

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

• Japanese Native speakers
• JLPT N1 qualifiers
• Business level of 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 shift), any 9 hours from 0800am - 0900pm.

• Able to work on public holidays and weekends.

• Required to have own transportation arrangement because we are on shift rotation basis.

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
• Dress code – smart and casual every day!

Visa sponsorship & relocation package provided. (For non local Malaysian candidates, Bachelor degree or equivalent is required for visa application purpose)

Agoda is proud to be an Equal Opportunity Employer. We are committed to 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. If you need assistance or an accommodation due to a disability, please let us know.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.

By applying to this job, you agree that Agoda may process your personal data in accordance with Agoda applicants privacy statement (https://careersatagoda.com/privacy-statement/)

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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.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.