Customer Experience Specialist – English & Mandarin

About the role

Join Agoda’s fast‑growing Customer Support team in Foshan to provide bilingual assistance to travelers worldwide. You will handle inquiries across multiple channels, helping guests and partners navigate Agoda’s hotel, flight, and activity offerings.

Key responsibilities

• Deliver high‑quality customer service via phone, email and messaging.
• Support customers on Agoda’s Hotel, Flights, Activities and other products.
• Manage a high volume of inquiries while maintaining accuracy and empathy.
• Contribute to business strategies by participating in self‑service initiatives, product experiments and process improvements.
• Communicate regularly with team leaders and managers, providing feedback and aligning on performance goals.
• Own and resolve operational issues, pricing or invoice queries.

Required profile

• Fluent spoken and written English and Mandarin.
• Strong customer‑service mindset with attentiveness, empathy, patience and persuasive communication.
• Excellent listening, critical‑thinking and attention‑to‑detail.
• Minimum typing speed of 35 words per minute.
• Willingness to work 24/7 rotating shifts, including public holidays and weekends.

Required skills

• English language proficiency.
• Mandarin language proficiency.
• Typing speed ≥ 35 wpm.

What we offer

• Opportunity to work in a global travel tech company.
• Collaborative environment with cross‑functional teams.
• Continuous learning and career development.