Customer Experience Specialist – Japanese Speaker

20 hours ago

Manila, National Capital Region, Philippines Agoda Full time
Overview

Customer Experience Specialist – Japanese Speaker (Yokohama, requires relocation to Yokohama)

Location: Yokohama, Japan

About Agoda

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of hotels and properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

In This Role, You'll Get To
  • Deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email, and live chat)
  • Support a combination of Agoda products (Hotels, Flights, Activities, and more) to meet business needs after receiving the required training
  • Professionally handle a high volume of inquiries from clients and customers
  • Be accountable for meeting individual KPIs and team goals
  • Understand and deliver business strategies, and improve customer service through the execution of self-service options
  • Continuously identify opportunities for work process improvements
  • Communicate with Team Leaders and/or Managers as needed
  • Perform office-based administrative duties as required
  • Demonstrate a high degree of integrity and confidentiality—maintain the confidentiality of customer information at all times
  • Take ownership of customer issues and concerns, including operational issues, pricing, invoice queries, etc
What You'll Need to Succeed
  • Excellent command of spoken and written business-level English, and native-level Japanese or JLPT N1 qualification
  • Immaculate telephone manners and communication skills
  • Excellent listening skills, critical thinking, and attention to detail
  • Minimum typing speed of 35 words per minute
  • Willingness to work rotating shifts, including weekends and public holidays
  • Ability to work both independently and as part of a team
  • Demonstrate a high degree of integrity and confidentiality
  • Office location: Yokohama, Japan
Equal Opportunity

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We are committed to equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.


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