Customer Service Executive (ENG-002)

About the Role At Agoda, we believe excellent customer service goes beyond just answering questions; it is about being proactive, anticipating needs, and making the customer's experience as effortless as possible. We are looking for an empathetic and highly organized Customer Support Executive to resolve issues quickly, manage multiple channels, and ensure every customer feels genuinely heard.

Key Responsibilities

• Omnichannel Support: Handle a high volume of simultaneous inquiries across live phone calls, chats, and emails, prioritizing responses based on urgency.
• De-escalation & Resolution: Effectively manage frustrated or upset customers by actively listening, offering sincere apologies, and executing swift, practical solutions.
• Efficient Triaging: Rapidly assess incoming issues during peak times—resolving quick fixes immediately while acknowledging complex cases and setting clear follow-up expectations.
• Proactive Service: Anticipate what customers might need next rather than just reacting to their initial complaint, ensuring a seamless end-to-end experience.
• CRM Management: Utilize internal CRM tools to meticulously track customer histories, interactions, and follow-ups so nothing falls through the cracks.

Requirements

• Fluent or native-level English communication skills.
• Proven background in customer-facing roles (experience in customer support or retail management is highly preferred).
• Strong ability to multitask, triage issues efficiently, and stay completely calm under pressure.
• Comfortable using CRM platforms to document and manage user profiles.
• A solutions-oriented mindset with a track record of turning negative customer experiences into positive outcomes.