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Customer Experience Specialist - Indonesian Team

Operations and admin
Full-time
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The Exchange 106, Kuala Lumpur

About The Job

  • Deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone and email).
  • Professionally handle high volume of inquiries from clients and customers.
  • You will be accountable for meeting individual (KPIs) and team goals.
  • Understand and deliver business strategies and improve customer services through the execution of self-service.
  • Continuously identify work process improvements.
  • Communicate to Team Leaders and (or) Manager.
  • Perform office-based administrative duties whenever required.
  • Must demonstrate 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 / invoice queries etc.

Job Requirements

  • At least Bachelor Degree holder (at least D4 and S1 degree)
  • We are looking for individuals that have an excellent command of spoken and written Indonesian and English.
  • Personality traits – Good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical and goal focused.
  • Customer service skills – Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills.
  • Analytical thinking and high problem-solving skills.
  • Stress tolerance and able to work under pressured environment.
  • Willing to work in shift rotations to ensure we have 24/7 service levels.
  • Able to work on public holidays and weekends.
  • Required to have own transportation arrangement because we are in 24 hours operations.

Our Culture

ABOUT WORKING AT AGODA

Get to Know our Team: 

Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda’s values to each and every customer with multiple support channels and a strong desire to serve. Certainly doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support. 

Benefits
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.

ABOUT US

 

About Agoda


Agoda is an online travel booking platform for accommodation, flights, and more. We build and deploy cutting edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ talents coming from 90+ different nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enabling our customers to experience the world. 


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