Global Customer Experience Specialist - Graveyard Shift

Agoda Company Pte. Ltd.; Kuala Lumpur; On-site; MYR 36,000 - 58,000; Full time

Benefits offered by this job

Health insurance

Travel discounts

Flexible work days

Performance incentives

Job summary

Agoda in Kuala Lumpur seeks a Customer Experience Specialist for graveyard shifts handling English-language inquiries from guests and partners. You will deliver timely resolutions via phone, email, and chat, while owning booking issues and meeting individual and team KPIs.

Join a data-driven, global team that values customer focus, efficiency, and integrity. This role offers competitive compensation, insurance, and travel discounts, with limited travel and flexible benefits.

Qualifications

• Strong customer focus and desire to help others.
• Excellent spoken and written English communication.
• Ability to stay calm, accurate, and professional under pressure.
• Good problem-solving using guidelines and data.
• Flexible to adapt to new tools and processes.
• Ability to manage time and priorities in a fast-paced, high-volume environment.

Responsibilities

• Deliver outstanding service to guests and partners via phone, email, and chat.
• Handle a high volume of inquiries and deliver accurate, timely resolutions.
• Take end-to-end ownership of booking issues (changes, cancellations, payments, and other queries).
• Work towards achieving individual and team KPIs (quality, productivity, customer satisfaction).
• Develop expertise across multiple Agoda product lines with training to support different customer segments.

Skills

Customer focus

Excellent English

Stay calm under pressure

Problem solving with data

Adaptability

Time management

Team player

Tools

CRM systems

Ticketing systems

Job description

Agoda in Kuala Lumpur seeks a Customer Experience Specialist for graveyard shifts handling English-language inquiries from guests and partners. You will deliver timely resolutions via phone, email, and chat, while owning booking issues and meeting individual and team KPIs.

Join a data-driven, global team that values customer focus, efficiency, and integrity. This role offers competitive compensation, insurance, and travel discounts, with limited travel and flexible benefits.