Overview

Customer Experience Specialist - Japanese Speaker (Yokohama, relocation required).

We are recruiting for a Yokohama-based Customer Experience Specialist who can communicate in Japanese and English. This role supports Agoda’s customers and partners across phone, email, and live chat, delivering excellent service and helping to improve customer experiences.

About Agoda

Agoda is an online travel booking platform for accommodations, flights, and more. We connect travelers with a global network of hotels and holiday properties, flights, activities, and more. Agoda is part of Booking Holdings and employs diverse teams across 27 markets.

We foster a culture of experimentation and ownership to enhance our customers’ ability to experience the world.

The Opportunity

If you are fluent in Japanese and English, we would love to hear from you. This is a fantastic opportunity to develop your customer service skills while working for a fast-paced company that invests in its employees. The role is based in our Yokohama office.

In This Role, You’ll Get To

• Deliver excellent customer service and manage the needs of guests and partners through phone, email, and live chat.
• Support Agoda products (Hotels, Flights, Activities, and more) after training.
• Professionally handle a high volume of inquiries and be accountable for meeting individual KPIs and team goals.
• Understand and deliver business strategies, and improve service through self-service options.
• Identify opportunities for work process improvements and communicate with Team Leaders or Managers as needed.
• Perform office-based administrative duties as required and maintain confidentiality of customer information.
• Take ownership of customer issues, including operational concerns, pricing, and invoice queries.

What You’ll Need to Succeed

• Excellent command of spoken and written business-level English, and native-level Japanese or JLPT N1.
• Impeccable telephone manners and communication skills; strong listening, 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 independently and as part of a team; high integrity and confidentiality.
• Office location: Yokohama, Japan.

Equal Opportunity Employer

Agoda is an equal opportunity employer. We value diverse backgrounds and provide 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, or other legally protected characteristics.

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