Customer Experience Specialist ‑ English & Mandarin (Kuala Lumpur, Malaysia)

Customer Experience Specialist at Agoda supporting hotel, flight and activity customers through phone, email and messaging. The role is based in Kuala Lumpur with a hybrid work model and requires English and Mandarin plus 24/7 rotating shifts.

• Deliver customer service via phone, email and messaging
• Support customers across Hotel, Flights and Activities products
• Handle a high volume of customer inquiries
• Improve customer service through self-service initiatives and product experiments
• Identify work process improvements
• Maintain communication with Team Leaders and Managers
• Own customer issues including operational and pricing or invoice queries

• Excellent spoken and written English and Mandarin
• Customer service skills including empathy, patience and consistency
• Excellent listening and attention to detail
• Minimum typing speed of 35 words per minute
• Willingness to work 24/7 rotating shifts including holidays and weekends
• Ability to work independently and in a team
• High integrity and confidentiality
• Perform office-based administrative duties when required