Customer Experience Specialist - Korean & English Speaker (Bangkok)

📋 Description

• • Embark on a rewarding career journey as a Customer Experience Specialist at Agoda, a leading global travel platform dedicated to connecting people with destinations and experiences worldwide.
• • In this dynamic role based in Bangkok, Thailand, you will be instrumental in providing exceptional support to our Korean and English-speaking customers and partners, ensuring their travel experiences are seamless and memorable.
• • You will hone your problem-solving and communication skills, which are highly transferable and open doors to numerous future career opportunities within Agoda and beyond.
• • Gain invaluable global experience by interacting with and supporting a diverse clientele from various countries and cultural backgrounds.
• • Become an integral part of a data-driven, fast-paced team that thrives on experimentation, continuous improvement, and open feedback, contributing directly to Agoda's operational excellence and business performance.
• • Your primary responsibility will be to deliver outstanding customer service across multiple channels, including phone, email, and chat, addressing a high volume of inquiries with accuracy and efficiency.
• • You will take full ownership of customer issues, managing everything from booking modifications and cancellations to payment queries and general customer concerns, ensuring timely and satisfactory resolutions.
• • A key aspect of this role involves working towards and achieving individual and team Key Performance Indicators (KPIs), focusing on quality of service, productivity, and customer satisfaction.
• • You will consistently apply Agoda's policies and procedures with fairness and consistency, upholding the company's commitment to service excellence.
• • Collaboration is crucial; you will work closely with Team Leaders, Managers, and other departments to effectively resolve complex or unusual customer cases, fostering a supportive and integrated team environment.
• • Maintaining the highest standards of data privacy and confidentiality will be paramount, ensuring all customer information is handled with the utmost care and security.
• • This role operates on a rotational shift schedule, requiring flexibility to work mornings, evenings, and nights to support our 24/7 global operations. Occasional weekend and public holiday work is expected but will be planned in advance with your team.
• • Embrace Agoda's hybrid work model, which offers a balance between remote work and in-office collaboration, with approximately one week in the office for every eight weeks of remote work, providing flexibility and structure.
• • You will be empowered to make decisions using established guidelines and data, demonstrating good problem-solving skills to navigate customer challenges effectively.
• • A proactive approach to learning and adapting to new tools, processes, and feedback is essential for success in this ever-evolving environment.
• • Strong time management and prioritization skills are necessary to thrive in a fast-paced, high-volume setting.
• • You will contribute to a positive and collaborative work environment, embodying reliability and integrity in all your interactions.
• • This role offers a unique opportunity to be at the forefront of customer satisfaction in the travel industry, directly impacting the Agoda brand and customer loyalty.
• • By joining Agoda, you become part of a global community passionate about travel and dedicated to making a difference.
• • You will receive structured training and coaching to ensure you are well-equipped to excel in your role and develop your career path within the Customer Experience Group or across other Agoda departments.
• • Your contributions will be valued in an inclusive, international work environment that encourages innovation and rewards dedication.