Customer Experience Specialist

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).
Required to support combination of Agoda products (Hotel, Flights, Activities and more) to support the business needs after being trained for required skills
Professionally handle high volume of inquiries from clients and customers
You will be accountable for meeting individual (KPIs) and team goals
Understand and deliver business strategies and improve customer services through the execution of self-service
Continuously identify work process improvements
Communicate to Team Leaders and (or) Manager
Perform office-based administrative duties whenever required
Must demonstrate high degree of integrity and confidentiality - Maintain confidentiality of customer information at all times
Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc

What you'll Need to Succeed:

We are looking for individuals that have an excellent command of spoken and written Korean & business level of English.
Immaculate telephone manners and communication skills
Excellent listening skills, critical-thinker with attention to detail
Minimum typing speed of 35 words per minute
Willing to work rotating shifts
Ability to work in both a team environment and autonomously
Demonstrate 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.