Customer Experience Specialist

Full time at Agoda in UAE

Posted on January 12, 2025

Job details

Roles and Responsibilities

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 (Hotel, Flights, Activities, and more) to meet business needs after receiving necessary training.
Professionally handle a high volume of inquiries from clients and customers.
Accountable for meeting individual (KPIs) and team goals.
Understand and deliver business strategies to improve customer services through the execution of self-service.
Continuously identify work process improvements.
Communicate effectively with Team Leaders and/or Manager.
Perform office-based administrative duties whenever required.
Demonstrate a high degree of integrity and confidentiality, maintaining confidentiality of customer information at all times.
Take ownership of customer issues and concerns, including operational issues and pricing/invoice queries.

What You’ll Need to Succeed:

Excellent command of spoken and written Korean and business-level English.
Immaculate telephone manners and communication skills.
Excellent listening skills, critical thinker with attention to detail.
Minimum typing speed of 35 words per minute.
Willingness to work rotating shifts.
Ability to work in both a team environment and autonomously.
Demonstrate a high degree of integrity and confidentiality.

Desired Candidate Profile

Customer-Centric Mindset:
- A strong focus on understanding and addressing customer needs, ensuring their satisfaction and positive interactions with the company.
- Ability to empathize with customers and identify pain points throughout their journey.
Communication and Interpersonal Skills:
- Excellent verbal and written communication skills to interact effectively with customers and internal teams.
- Ability to listen actively, understand customer concerns, and provide clear solutions.
- Comfortable communicating with customers across various channels, such as phone, email, chat, and social media.
Problem-Solving and Conflict Resolution:
- Skillful in addressing customer issues and resolving complaints or challenges in a professional, timely, and empathetic manner.
- Ability to identify root causes of customer dissatisfaction and implement strategies to prevent similar issues in the future.
Customer Journey Mapping:
- Understanding the entire customer journey, from awareness to post-purchase, and optimizing touchpoints to improve customer satisfaction.
- Conducting research and using data to identify opportunities to enhance the customer experience.
Data Analysis and Insights:
- Proficiency in using analytics tools to gather customer feedback, track satisfaction metrics (e.g., NPS, CSAT), and analyze trends.
- Ability to interpret data and translate it into actionable insights for continuous improvement of customer experiences.
Knowledge of CRM Software:
- Familiarity with customer relationship management (CRM) systems like Salesforce , Zendesk , or HubSpot to track interactions, manage customer information, and personalize experiences.
- Ensuring customer data is updated and maintained for efficient communication.
Collaboration and Cross-Functional Work:
- Working with marketing, sales, product, and support teams to align customer experience strategies and ensure a unified approach to meeting customer needs.
- Collaborating on creating and refining policies, procedures, and training to enhance customer interactions.
Project Management:
- Organizing and managing customer experience improvement projects, ensuring that initiatives are completed on time and within budget.
- Balancing multiple tasks and deadlines while maintaining a high standard of service.
Empathy and Emotional Intelligence:
- The ability to understand customers' emotional states and respond with patience and empathy.
- Creating rapport with customers and building long-term relationships based on trust and support.

Soft Skills

Adaptability and Flexibility:
- Ability to handle changes in customer expectations or company policies and adjust strategies accordingly.
- Staying calm and professional in high-pressure situations or when dealing with difficult customers.
Attention to Detail:
- Ensuring that every customer interaction is handled with precision and care, leaving no room for misunderstandings or errors.
- Keeping track of customer feedback and ensuring all necessary follow-up actions are taken.
Patience and Resilience:
- Remaining patient with customers, especially in challenging or frustrating situations.
- Bouncing back from difficult encounters and maintaining a positive, service-oriented attitude.
Time Management:
- Effectively managing time to ensure that customer issues are addressed promptly, and multiple tasks can be prioritized appropriately.

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Hiring company

Agoda

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Home UAE Customer Experience Specialist

Home UAE Customer Experience Specialist

Customer Experience Specialist

Job details

Roles and Responsibilities

Desired Candidate Profile

Apply safely

Hiring company

Agoda

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