Customer Experience Specialist

About AgodaAt Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings (NASDAQ: BKNG), with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide. No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you're ready to begin your best journey and help build travel for the world, join us. Our Purpose – Bridging the World Through TravelWe believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness. We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone. At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great. Get to Know Our TeamAgoda'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 16 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. The OpportunityAs a Customer Experience Specialist inBangkok, Thailand, supportingKorean and English, you will: Build strong problem-solving and communication skills that open doors to many future roles Support customers and partners from multiple countries and cultures, gaining truly global experience Join a data-driven, fast-learning team that experiments, improves, and shares feedback openly In this Role, you'll get to: Deliver outstanding service to guests and partners via phone, email, and chat Handle a high volume of inquiries and deliver accurate, timely resolutions Take end-to-end ownership of booking issues (e.g. changes, cancellations, payments, and other customer queries) Work towards achieving individual and team KPIs (e.g. quality, productivity, customer satisfaction, etc.) Apply Agoda policies and procedures in a fair and consistent way Collaborate with Team Leaders, Managers, and other teams to resolve complex or unusual cases Safeguard customer data and maintain strict confidentiality at all times Work rotational shifts (including mornings, evenings, and nights) to support a 24/7 global operation As part of a rotating shift schedule, you'll occasionally work weekends and public holidays, planned in advance with your team Enjoy Agoda's Hybrid work model, i.e. primarily work-from-home, with on-site collaboration days roughly 1 week out of every 8 weeks Core Skills And Competencies A bachelor's degree is required Strong customer focus and a genuine desire to help others Excellent spoken and written Korean skills, and Business level of English Ability to stay calm, accurate, and professional under pressure Good problem-solving skills, using guidelines and data to make decisions effectively Flexibility to adapt to new tools, processes, and feedback Ability to manage time and priorities in a fast-paced, high-volume environment Reliability, integrity, and a positive, collaborative attitude Nice to Have Prior working experience in customer support, contact center, or service roles Experience in travel, e-commerce, hospitality, or BPO is a plus Experience working with international customers or partners Familiarity with contact center, CRM, or ticketing systems Additional language skills beyond the core required language for the role if any Why Agoda Hybrid work - Starting 4th months, working from home for 7weeks + working from office for 1 week (8weeks cycle) Competitive compensation with performance-based incentives Annual discretionary performance bonus Health insurance and other locally competitive benefits Agoda travel discounts and special rates on accommodation and related products Work from anywhere for up to 30 days per year Structured training, coaching, and clear performance metrics Opportunities to grow your career within the Customer Experience Group or across Agoda An inclusive, international work environment where your ideas and feedback are valued Agoda choice(welfare points) $400 USD allowance to set up your home office(one time