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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

9. 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

1. 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.

2. 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.

3. 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.

4. Time Management:

   • Effectively managing time to ensure that customer issues are addressed promptly, and multiple tasks can be prioritized appropriately.