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Customer Experience Specialist- Cantonese/Mandarin

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KL Sentral, Brickfields, Kuala Lumpur

About The Job

  • Provide friendly and efficient service to the travel community of our client.
  • Be the first point of contact to handle and resolve customer complaints.
  • Respond professionally to inbound phone calls, including urgent situations.
  • Identify and escalate issues appropriately.
  • Compose thoughtful and accurate messages or customize prepared responses to customer emails.
  • Research information and troubleshoot problems using available resources.
  • Arbitrate in situations between users.
  • Monitor and control numerous concurrent tasks in tandem.
  • You will deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone and email).

Job Requirements

  • Preferably Diploma qualification and above.
  • Preferably candidate from Hotel / Tourism / Communication / Call Centre / Customer Service industry with excellent soft skills and communications skills in both English and Mandarin/Cantonese.
  • Minimum 1-year experience in the related field preferred. However, fresh graduates are welcomed to apply too.
  • Ability to type and speak clearly and concisely with fluency in English and Cantonese/Mandarin.
  • With a minimum typing speed of 30 WPM in English and 40 WPM in Chinese.
  • Able to work on shift working hours.
  • Able to work if the scheduled working day is falling on Public Holiday including Chinese New Year.
  • Don't have holiday plans in the next 6 months.
  • Excellent problem-solving abilities.
  • Empathetic and can communicate in a caring and friendly manner.
  • Strong time management skills and motivation to exceed expectations.
  • Ability to work with systems you may not have come across before.
  • Enjoy working in a fast-paced and changing work environment.
  • Strong team spirit with a passion and drive to help users and to deliver the best customer experience.

Our Culture

ABOUT US is a leading Asia-based, online travel accommodation company that specializes in securing the best accommodations at the lowest prices for travelers. Agoda is a Booking Holdings (BKNG) company, the world’s leading provider of brands that help people book great experiences through technology.’s network includes more than 1,000,000 accommodations worldwide. The multinational staff of over 3,500 professionals, located throughout the world, provides a first-rate reservation service in 40 languages that uniquely combines local knowledge and local connections to provide the best deals to both business and leisure travelers.


Agoda is a travel company and we want our team to reflect the diverse cultures and interests of the many travellers that we serve. We recruit people from across the world and have a team who come from over 60 nationalities and speak over 40 different languages. We also have rhythmic gymnasts, swing dancers, medieval cosplay enthusiasts and former pop-music idols in our team, reflecting a workplace culture that welcomes and celebrates unique and creative people from all walks of life.

We get support for the things that matter to us

We offer a comprehensive benefits program to complement your life at Agoda, including: insurance, provident fund contributions, relocation support, staff discounts on Agoda products and more.

Health and Wellbeing
We believe that healthy people are happy people and support health and fitness initiatives like all-company sports days, running and cycling clubs, and high-energy team building challenges.

Learning & Development
We work hard to provide our people with opportunities to develop their careers and professional skills through online learning and instructor-led training.

Corporate Social Responsibility
Our people are passionate about causes that give back to the community and so are we. We provide support to CSR initiatives like blood donation drives, charity marathons, fundraising cycling events and more.

We live and work where most people only holiday

Our operating headquarters are based in the Thai capital of Bangkok, where we employ over 1,000 people from around the globe. While it’s 30°+ outside, Agodans don’t sweat, knowing they have the coolest jobs out there. If you’re successful at getting a role based in Bangkok, we’ll provide relocation support for you and your family to help you move and settle into your new environment.