Customer Experience Specialist - English & Mandarin (Foshan, China)

📋 Description

• • Embark on a rewarding career journey with Agoda, a global leader in online travel, as a Customer Experience Specialist. This pivotal role is designed for individuals fluent in both English and Mandarin, based in Foshan, China, who are passionate about delivering exceptional service and enhancing the travel experiences of our diverse clientele. As a member of our dynamic Customer Support Team, you will be at the forefront of assisting our customers, ensuring their interactions with Agoda are seamless, positive, and memorable.
• • At Agoda, we understand that travel is an ever-evolving landscape. Our Customer Support Team is dedicated to providing real-time, in-person assistance around the clock, catering to a multitude of needs across 38 languages. In this role, you will be a key ambassador of Agoda's values, leveraging multiple support channels to serve each customer with utmost dedication and professionalism. Your responsibilities extend far beyond simply answering calls or replying to emails; you will be an active problem-solver, constantly seeking innovative ways to improve the customer journey.
• • You will engage with customers through various communication channels, including phone, email, and messaging platforms, addressing inquiries and resolving issues related to Agoda's extensive portfolio of products, which includes hotels, flights, and activities. This requires a comprehensive understanding of our offerings and the ability to articulate solutions clearly and empathetically.
• • A significant aspect of this role involves contributing to Agoda's strategic business objectives. You will achieve this by identifying opportunities to enhance customer service through self-service initiatives, actively participating in product experiments, providing valuable feedback to product development teams, and driving overall operational efficiency. Your insights will directly influence the improvement of our services and the development of new, effective solutions.
• • You will be tasked with continuously identifying and implementing improvements to work processes, ensuring that our customer support operations remain agile and effective. This proactive approach is crucial in a fast-paced industry where customer expectations are constantly rising.
• • Maintaining open and effective communication with Team Leaders and Managers is paramount. This includes providing feedback on customer interactions, participating in coaching sessions, and aligning with performance goals to ensure consistent service quality and professional growth.
• • Taking ownership of customer issues and concerns is a core expectation. This encompasses managing a wide range of queries, from operational challenges and booking discrepancies to pricing and invoice inquiries. Your ability to see issues through to resolution will be critical to customer satisfaction and retention.
• • The role demands a high level of adaptability and a willingness to embrace new challenges. You will be part of a team that thrives on collaboration and experimentation, constantly seeking better ways to serve our global customer base. Your contributions will directly impact Agoda's business performance by fostering customer loyalty and satisfaction.
• • By joining Agoda, you become part of a company that values innovation, technology, and a data-driven culture. You will have the opportunity to work with a diverse team from over 90 countries, contributing to our mission of making travel more accessible and enjoyable for everyone. This role offers a unique chance to grow professionally in a supportive and dynamic environment, making a tangible difference in the world of travel.