Customer Experience Specialist - 24/7 Japanese Speaker (Yokohama)

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. 

At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great. 

Get to Know Our Team: 

Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 16 languages. No matter the issue, we present the best of Agoda’s values to each and every customer with multiple support channels and a strong desire to serve. Certainly, doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support. 

The Opportunity: 

As a Customer Experience Specialist in Yokohama, Japan supporting Japanese with 24/7 shift, you will: 

• Build strong problem-solving and communication skills that open doors to many future roles 

• Support customers and partners from multiple countries and cultures, gaining truly global experience 

• Join a data-driven, fast-learning team that experiments, improves, and shares feedback openly 

In This Role, You Will: 

• Deliver outstanding service to guests and partners via phone, email, and chat 

• Handle a high volume of inquiries and deliver accurate, timely resolutions 

• Take end-to-end ownership of booking issues (e.g. changes, cancellations, payments, and other customer queries) 

• Work towards achieving individual and team KPIs (e.g. quality, productivity, customer satisfaction, etc.) 

• Develop expertise across multiple Agoda product lines (e.g., Accommodation, Flights, Activities), with training to support different customer segments and services over time 

• Apply Agoda policies and procedures in a fair and consistent way 

• Collaborate with Team Leaders, Managers, and other teams to resolve complex or unusual cases 

• Safeguard customer data and maintain strict confidentiality at all times 

• Work rotational shifts (including mornings, evenings, and nights) to support a 24/7 global operation 

• As part of a rotating shift schedule, you’ll occasionally work weekends and public holidays, planned in advance with your team 

• Enjoy Agoda’s Hybrid work model, i.e. primarily work-from-home, with on-site collaboration days roughly 1 week out of every 8 weeks (details may vary by location) - 

What You Need to Succeed: 

Core Skills and Competencies 

• Strong customer focus and a genuine desire to help others 

• Excellent spoken and written Japanese skills, and B1 level English

• Ability to stay calm, accurate, and professional under pressure 

• Good problem-solving skills, using guidelines and data to make decisions effectively 

• Flexibility to adapt to new tools, processes, and feedback 

• Ability to manage time and priorities in a fast-paced, high-volume environment 

• Reliability, integrity, and a positive, collaborative attitude 

Nice to Have 

• Prior working experience in customer support, contact center, or service roles 

• Experience in travel, e-commerce, hospitality, or BPO is a plus 

• Experience working with international customers or partners 

• Familiarity with contact center, CRM, or ticketing systems 

• Additional language skills beyond the core required language for the role if any 

Why Agoda 

• Competitive compensation with performance-based incentives 
• Annual discretionary performance bonus 
• Visa sponsorship and relocation support for eligible roles and locations 
• Health insurance and other locally competitive benefits 
• Agoda travel discounts and special rates on accommodation and related products 
• Work from anywhere for up to 30 days per year 
• Work from Home allowance up to 50,000 yen (one time payment on your second month's salary)
• Agoda Choice annual allowance of 150,000 yen after one year of employment
• Structured training, coaching, and clear performance metrics 
• Opportunities to grow your career within the Customer Experience Group or across Agoda 
• An inclusive, international work environment where your ideas and feedback are valued 

チームについて 
Agodaのカスタマーサポートチームは、お客様の多様なニーズにお応えするため 、24時間365日、38言語でリアルタイムサポートを提供しています。私たちは様々なチャネルを通じてお客様をサポートし、常に高品質なサービスの提供に努めています。単に電話やメールに対応するだけでなく、顧客体験の向上を常に追求しています。部門を越えた連携と新たなアイデアを積極的に取り入れることで 、迅速に課題を解決し、より良い解決策を生み出しています。 
 
募集概要: 
現在、横浜オフィスにて24時間365日対応のカスタマーエクスペリエンススペシャリストを募集しています。急成長中の企業でカスタマーサービスのスキルを伸ばしたいかた、社員を大切にする職場環境で働きたい方におすすめのポジションです。日本語がネイティブでお客様対応に自信のある方は、ぜひご応募ください。 
 
主な業務内容:
・電話、メール、チャットを通じてを通して、予約いただいたお客様やパートナーからの問い合わせ対応（主に日本語） 
・研修後、ホテル、フライト、アクティビティなどAgodaの各種サービスのサポート 
・多様なお問い合わせに対し、プロフェッショナルに対応 
・自身およびチームの目標達成に向けて業務を遂行 
・必要に応じてオフィス業務のサポート 
・お客様の個人情報の適切な管理・保護 
・予約、料金、請求書などに関するお問い合わせや問題の対応 
  

必須条件 
・日本語が母国語レベル、またはJLPT N1相当 
・基礎的な英語力 

求める人材像 
・電話応対業務の経験やコミュニケーション能力に自信のある方 

・カスタマーサービスや良好業界に興味がある方 

・英語スキルを伸ばしたい方  

・週末や祝日を含む24時間体制のシフト勤務が可能な方  

・自主性を持って働き、グローバルな環境でチームワークを発揮できる方 
 

福利厚生:

• 競争力のある給与： 優秀な人材を惹きつけるための高水準な給与パッケージ
• パフォーマンスボーナス： 1年勤務後に支給
• 充実した福利厚生： 健康保険、ウェルネスプログラムなど各種福利厚生
• リモートワークプログラム： 入社6か月後より30日間、どこからでも勤務可能（海外含む）
• 在宅勤務手当： 2か月目の給与とともに一時金50,000円を支給
• Agoda Choice： 入社1年後より毎年150,000円の手当を支給
• Agodaスタッフ割引： Agodaでの予約が最大14%割引（年間最大20回まで）
• キャリア成長： 昇進やスキルアップの機会を提供
• グローバルな環境： 世界中の同僚と働く多文化な職場

新卒の方、ブランクのある方、初めて就職される方も大歓迎です！ 

勤務地：日本・横浜