Customer Experience Specialist (Mandarin and Cantonese)

• We are looking for individuals that have an excellent command of spoken and written English and Mandarin.
• Cantonese speaking is an added advantage.
• Good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical, and goal-focused personality traits are preferred.
• Strong customer service skills including attentiveness, empathy, patience, consistency, persuasion, immaculate telephone manners, and communication skills.
• Possess analytical thinking and high problem-solving skills.
• Able to tolerate stress and work under a pressured environment.
• Willing to work in shift rotations (am/pm/midnight shifts) to ensure we maintain 24/7 service levels.
• Able to work on public holidays and weekends.
• Required to have own transportation arrangement because we operate 24 hours.

• Customer service or contact center experience is a bonus.

• Deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email, and live chat).
• You will be required to support a combination of Agoda products (Hotel, Flights, Activities and more) to support the business needs after being trained for required skills.
• Professionally handle a high volume of inquiries from clients and customers across regions such as Hong Kong, Taiwan, and China.
• You will be accountable for meeting individual Key Performance Indicators (KPIs) and team goals.
• Understand and deliver business strategies and improve customer services through the execution of self-service.
• Continuously identify work process improvements and communicate them to Team Leaders and/or Manager.
• Perform office-based administrative duties whenever required.
• Must demonstrate a 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, and invoice queries.

• Workplace option: Hybrid (after 3 months).
• You will work from the office 1 out of every 8 weeks
• Have the flexibility to work from home for the other 7 weeks.
• EPF SOCSO

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