Customer Experience Specialist – Japanese Speaker Night Shift Only (Based in Kuala Lumpur with [...]

Agoda; Kuala Lumpur; Hybrid; MYR 25,000 - 35,000; Full time

Job summary

A leading online travel platform is seeking a Customer Experience Specialist to join their Kuala Lumpur office. The role requires fluency in Japanese and English, focusing on delivering excellent customer service across various channels. Successful candidates will enjoy competitive salaries, comprehensive training, and the opportunity to work in a dynamic environment with attractive employee benefits.

Benefits

Attractive annual salary

Subsidized parking

Medical coverage

4 weeks of paid training

Staff discounts on hotel accommodations

Qualifications

• Fluency in spoken and written Japanese and English.
• Native Japanese speakers with JLPT N1 qualification.
• Experience in customer service roles is desirable.

Responsibilities

• Deliver excellent customer service via phone, email, and live chat.
• Support Agoda products like Hotels and Flights after training.
• Meet individual KPIs and team goals.

Skills

Fluency in Japanese

Fluency in English

Customer service skills

Analytical thinking

Problem-solving skills

Education

Bachelor's degree or equivalent

Job description

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, uniquely combining local knowledge and connections to offer 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 in creativity, collaboration, and experimentation, along with the tools to work faster and smarter. At Agoda, we believe our people are our strength. We work hard, have fun, and 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 recruiting 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!

Responsibilities

• Deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email, and live chat).
• Support a combination of Agoda products (Hotels, Flights, Activities, and more) to meet business needs after receiving the required training.
• Understand and deliver business strategies, and improve customer service through the execution of self-service options.
• Be accountable for meeting individual KPIs and team goals.
• Continuously identify work process improvements and communicate them to Team Leaders and/or Managers.

Qualifications

We are looking for individuals with an excellent command of spoken and written Japanese and English.

• Native Japanese speakers
• JLPT N1 qualification
• Business-level English
• Open to working graveyard shifts

Experience in customer service roles is desirable. Previous experience in a contact or call center is preferred.

• Personality traits: Good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical, and goal-focused.
• Customer service skills: Attentiveness, empathy, patience, consistency, persuasion, immaculate telephone manners, and strong communication skills.
• Analytical thinking and strong problem-solving skills.
• Ability to tolerate stress and work effectively in a high-pressure environment.
• Willingness to work in shift rotations (including night and graveyard shifts).
• Able to work on public holidays and weekends.
• Own transportation arrangement required due to shift rotation basis.

In Return, Agoda Will

• Offer an attractive annual salary and subsidized parking rate (above market rate).
• Provide a 5-day working week (any 5 days of the week).
• Set up medical coverage (outpatient and inpatient).
• Provide 4 weeks of comprehensive paid training.
• Offer attractive staff discounts—discounted hotel accommodation anywhere in the world!
• Support leadership development.
• Maintain a smart and casual dress code every day!

Work Arrangement

• Rotational shifts, including night and graveyard shifts.
• Work from office or hybrid arrangement.

Visa sponsorship and relocation package provided. (For non-local Malaysian candidates, a bachelor’s degree or equivalent is required for visa application purposes.)

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 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 the Agoda applicants’ privacy statement https://careersatagoda.com/privacy-statement/

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.

Wewill 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.

Disclaimer

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.