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 messaging).
• Support customers across a combination of Agoda products (Hotel, Flights, Activities and more).
• Professionally handle a high volume of inquiries from clients and customers.
• Contribute to business strategies by improving customer service through self-service initiatives, participation in product experiments, providing feedback, and driving efficiency. 
• Continuously identify work process improvements.
• Maintain open communication with Team Leaders and Managers, including through feedback, coaching, and alignment on performance goals.  
• Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc. 

Skills

What you’ll Need to Succeed: 

• Advanced command of spoken and written Portuguese (level B2 or higher) and English (business fluent).
• Please note that command of at least one language apart from English is required for this role.
• Customer service skills – Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills. 
• Excellent listening skills, critical-thinker with attention to detail.
• Hybrid work from home arrangement with a one-time $400 WFH allowance
• Minimum typing speed of 35 words per minute
• Willingness to work on rotating shifts, as per business requirements including on public holidays, and weekends on applicable.
• Ability to work independently as well as in a team environment.  
• Demonstrate a high degree of integrity and confidentiality
• Ability to operate in a fast-paced work environment 

It’s Great if you have: 

• Prior experience of working in customer/partner facing roles for at least a year.