Senior Customer Experience Specialist (Japanese Speaker)

Careersatagoda; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Travel discounts

Work from anywhere up to 30 days per年

Job summary

Agoda’s Customer Experience team in Kuala Lumpur seeks a Senior Support Specialist to take over challenging customer cases and drive timely resolutions. You will own cases end-to-end, read signals, and provide empathetic, accurate support across Agoda’s travel products after training.

The role requires language skills in English, with Japanese/Korean as a Plus. Working in a 24/7 rotating shift schedule, you’ll collaborate with teams across the business, handle confidential data, and relocate if

Qualifications

• Business-level proficiency in English (spoken and written).
• Japanese and/or Korean language skills are a plus.

Responsibilities

• Take over cases with difficult customer experiences and work toward timely resolutions.
• Own the case end-to-end from intake to resolution, ensuring customer satisfaction.
• Read customer signals early and respond with empathy and clarity.
• Be the go-to expert for colleagues on escalated cases and negotiate resolutions within policy guidelines.
• Handle cases across Agoda travel products (hotels, flights, activities) after training.
• Communicate with customers via calls, chats, and emails, maintaining professionalism.

Skills

English proficiency

Japanese or Korean

Job description

Agoda’s Customer Experience team in Kuala Lumpur seeks a Senior Support Specialist to take over challenging customer cases and drive timely resolutions. You will own cases end-to-end, read signals, and provide empathetic, accurate support across Agoda’s travel products after training.

The role requires language skills in English, with Japanese/Korean as a Plus. Working in a 24/7 rotating shift schedule, you’ll collaborate with teams across the business, handle confidential data, and relocate if