Customer Experience Specialist – Bilingual (Fluent in English & Arabic) | Cairo-Based

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 and in 38 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.  

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).
• 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 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. 

What we offer:  

• Fixed term contract with a possibility of extension based on performance and business needs.
• $400 USD allowance to set up your home office (one time)
• Annual performance Bonus, in line with Agoda's policy
• A highly diverse, multicultural work environment  
• A compensation package, including benefits and an annual performance-linked bonus, that is competitive for the role and aligned with country or global standards.
• Agoda staff discount on bookings 
• Career development opportunities
• Employees’ well-being programs 

What you'll Need to Succeed: 

• Advanced command of spoken and written Arabic (B2 or higher) and English (B2 or higher).
  (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. 
  
  

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