Customer Experience Specialist - Japanese Speaker (Yokohama, requires relocation to Yokohama)
Agoda is an online travel booking platform that connects travelers with a global network of hotels, flights, activities, and more. We build cutting‑edge technology that enables a seamless experience for our customers worldwide. Location: Yokohama, Japan.
Opportunity
We are recruiting Customer Experience Specialists in our Yokohama office. If you are fluent in Japanese and English, we would love to hear from you!
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 live chat).
* Support a combination of Agoda products (Hotels, Flights, Activities, and more) to meet business needs after receiving the required training.
* Professionally handle a high volume of inquiries from clients and customers.
* Be accountable for meeting individual KPIs and team goals.
* Understand and deliver business strategies, and improve customer service through the execution of self‑service options.
* Continuously identify opportunities for work process improvements.
* Communicate with Team Leaders and/or Managers as needed.
* Perform office‑based administrative duties as required.
* Demonstrate a high degree of integrity and confidentiality—maintain the confidentiality of customer information at all times.
* Take ownership of customer issues and concerns, including operational issues, pricing, invoice queries, etc.
What You’ll Need to Succeed:
* Excellent command of spoken and written business‑level English, and native‑level Japanese or JLPT N1 qualification.
* Immaculate telephone manners and communication skills.
* Excellent listening skills, critical thinking, and attention to detail.
* Minimum typing speed of 35 words per minute.
* Willingness to work rotating shifts, including weekends and public holidays.
* Ability to work both independently and as part of a team.
* Demonstrate a high degree of integrity and confidentiality.
* Office location: Yokohama, Japan.
Equal Opportunity Employer
At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.
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