Bilingual Customer Experience Specialist (English/Mandarin)

Agoda Company Pte. Ltd.; Kuala Lumpur; Hybrid; MYR 33,000 - 56,000; Full time

Benefits offered by this job

Hybrid Work Model with a one-time WFH"

Agoda staff discount on bookings

Career development opportunities

Supplemental medical & life insurance

Employee well-being programs

Job summary

Agoda is a global travel platform offering hotels, flights, activities and experiences with a diverse, multilingual customer support team. The role focuses on delivering excellent service across channels and products, handling high volumes, and driving efficiency through feedback and self-service initiatives.

This position supports guests and partners, requires strong English and Mandarin, and offers a hybrid work model with potential for growth and benefits such as staff discounts and

Qualifications

• An excellent command of spoken and written English & Mandarin.
• Customer service skills – Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills.
• Minimum typing speed of 35 words per minute
• Willingness to work on 24/7 rotating shifts as per business requirements including on public holidays, and weekends as applicable.
• Ability to work independently as well as in a team environment
• Demonstrate a high degree of integrity and confidentiality

Responsibilities

• Deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email, and messaging).
• Support customers across a combination of Agoda products (Hotel, Flights, Activities and more).
• Professionally handle a high volume of inquiries from clients and customers.
• Contribute to business strategies by improving customer service through self-service initiatives, participating in product experiments, providing feedback, and driving efficiency.
• Continuously identify work process improvements.
• Maintain open communication with Team Leaders and Managers, including feedback, coaching, and alignment on performance goals.
• Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc.

Skills

English language proficiency

Mandarin language proficiency

Customer service skills

Typing speed 35 wpm

Job description

Agoda is a global travel platform offering hotels, flights, activities and experiences with a diverse, multilingual customer support team. The role focuses on delivering excellent service across channels and products, handling high volumes, and driving efficiency through feedback and self-service initiatives.

This position supports guests and partners, requires strong English and Mandarin, and offers a hybrid work model with potential for growth and benefits such as staff discounts and