Customer Experience Specialist – Japanese (Kuala Lumpur)

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ employees representing 90+ nationalities 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.

Get to Know our Team:

Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda’s values to each and every customer with multiple support channels and a strong desire to serve. Certainly doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.

The Opportunity:

If you are looking for a rewarding and exciting career in customer service, we want you! We are currently looking to recruit Customer Support 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, we would love to hear from you!

In this Role, you’ll get to:

• 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

What you’ll Need to Succeed:

• We are looking for individuals that have an excellent command of spoken and written Japanese & English.
• Native speakers
• JLPT N1 qualifiers
• 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 8:00am-9:00pm Malaysia time.
• Able to work on public holidays and weekends
• Required to have own transportation arrangement because we are on shift a rotation basis

It’s Great if you have:

• Experience in customer service roles is desirable. Past working experience in contact/call center preferred
• Fresh graduates are also encourage to apply.
• This position is based in Kuala Lumpur, Malaysia. Relocation support and full visa sponsorship will be provided to the successful candidate.***

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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.