Customer Experience Specialist - Thai (Bangkok)

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 Bangkok, supporting Thai & English, 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 coordinate with our 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

Core Skills and Competencies

• Strong customer focus and a genuine d