Customer Experience Specialist – English & Mandarin

About the role

Join Agoda’s Customer Experience Group in Foshan to deliver excellent service to guests and partners across multiple channels. You will support a range of Agoda products, handle high‑volume inquiries, and contribute to continuous improvement initiatives.

Key responsibilities

• Provide customer service via phone, email and messaging, handling a high volume of inquiries.
• Support customers across Agoda’s hotel, flight, activity and other product offerings.
• Identify and implement process improvements and contribute to self‑service initiatives.
• Maintain communication with team leaders and managers, offering feedback and aligning on performance goals.
• Take ownership of operational issues, pricing and invoice queries.

Required profile

• Fluent spoken and written English and Mandarin.
• Strong customer service attitude with empathy, patience and excellent communication skills.
• Excellent listening, critical‑thinking and attention to detail.
• Minimum typing speed of 35 wpm.
• Willingness to work 24/7 rotating shifts, including public holidays and weekends.
• Ability to work independently and as part of a team while maintaining high integrity and confidentiality.

Required skills

• Professional telephone etiquette and written communication.
• Ability to operate in a fast‑paced environment and perform office‑based administrative duties.

What we offer

• Diverse, multicultural work environment.
• Hybrid work model with a one‑time work‑from‑home allowance.
• Agoda staff discount on bookings.
• Career development opportunities.
• Supplemental medical and life insurance.
• Employee well‑being programs.