Customer Experience Specialist – Japanese Speaker

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 4.7M hotels and holiday 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.

Our Purpose –
Bridging the World Through Travel
We 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.

Get to Know Our Team:
Agoda's Customer Support Team understands that travel can be an ever-changing environment. That is why we provide in-person, real-time help around the clock in 38 languages. No matter the issue, we present the best of Agoda's values to every customer through multiple support channels and a strong desire to serve. Our specialists do more than just answer phone calls or reply to emails—they actively seek ways to improve our customers' experiences. We quickly adapt to challenges by collaborating with other teams and experimenting wherever possible. This approach has enabled us to develop new and effective products that deliver meaningful results and continue to drive Agoda's business performance. Our Customer Support Team plays a vital role in contributing to one of Agoda's core strengths and services, with a clear vision and a focus on efficient, satisfying customer support.

The Opportunity:
If you are looking for a rewarding and exciting career in customer service, we want you We are currently recruiting Customer Experience Specialists to be based in our Yokohama office. This is a fantastic opportunity to develop your customer service skills while working for a fast-paced company that invests in its employees. If you are fluent in
Japanese and English
, we would love to hear from you

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

Find out how our employees enjoy working at Agoda
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Equal Opportunity Employer
At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person's merit and qualifications. We are committed to providing 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.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

Disclaimer
We do not accept any terms or conditions, nor do we recognize any agency's representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

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