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Customer Experience Specialist

4 weeks ago

Dubai, Dubai, United Arab Emirates Agoda Full time
Roles and responsibilities
  • Deliver excellent customerservice and manage the needs of our customers (guests and partners)through our communication channels (phone, email, and livechat).
  • Required to support combination of Agodaproducts (Hotel, Flights, Activities and more) to support thebusiness needs after being trained for requiredskills
  • Professionally handle high volume ofinquiries from clients and customers
  • You willbe accountable for meeting individual (KPIs) and teamgoals
  • Understand and deliver businessstrategies and improve customer services through the execution ofself-service
  • Continuously identify work processimprovements
  • Communicate to Team Leaders and(or) Manager
  • Perform office-basedadministrative duties whenever required
  • Mustdemonstrate high degree of integrity and confidentiality– Maintain confidentiality of customer information at alltimes
  • Take ownership of issues and concerns ofcustomers, including operational issues, pricing / invoice queriesetc

Whatyou'll Need to Succeed:

  • We are looking for individuals thathave an excellent command of spoken and written Korean &business level of English.
  • Immaculate telephonemanners and communication skills
  • Excellentlistening skills, critical-thinker with attention todetail
  • Minimum typing speed of 35 words perminute
  • Willing to work rotatingshifts
  • Ability to work in both a teamenvironment and autonomously
  • Demonstrate highdegree of integrity and confidentiality
Desired candidate profile

  1. Customer-CentricMindset:

    • A strong focuson understanding and addressing customer needs, ensuring theirsatisfaction and positive interactions with thecompany.
    • Ability to empathize with customersand identify pain points throughout theirjourney.

  2. Communicationand InterpersonalSkills:

    • Excellentverbal and written communication skills to interact effectivelywith customers and internal teams.
    • Ability tolisten actively, understand customer concerns, and provide clearsolutions.
    • Comfortable communicating withcustomers across various channels, such as phone, email, chat, andsocialmedia.

  3. Problem-Solvingand ConflictResolution:

    • Skillful inaddressing customer issues and resolving complaints or challengesin a professional, timely, and empatheticmanner.
    • Ability to identify root causes ofcustomer dissatisfaction and implement strategies to preventsimilar issues in thefuture.

  4. CustomerJourneyMapping:

    • Understandingthe entire customer journey, from awareness to post-purchase, andoptimizing touchpoints to improve customersatisfaction.
    • Conducting research and usingdata to identify opportunities to enhance the customerexperience.

  5. DataAnalysis andInsights:

    • Proficiencyin using analytics tools to gather customer feedback, tracksatisfaction metrics (e.g., NPS, CSAT), and analyzetrends.
    • Ability to interpret data and translateit into actionable insights for continuous improvement of customerexperiences.

  6. Knowledgeof CRMSoftware:

    • Familiaritywith customer relationship management (CRM) systems likeSalesforce,Zendesk, orHubSpot to track interactions, managecustomer information, and personalizeexperiences.
    • Ensuring customer data is updatedand maintained for efficientcommunication.

  7. Collaborationand Cross-FunctionalWork:

    • Working withmarketing, sales, product, and support teams to align customerexperience strategies and ensure a unified approach to meetingcustomer needs.
    • Collaborating on creating andrefining policies, procedures, and training to enhance customerinteractions.

  8. ProjectManagement:

    • Organizingand managing customer experience improvement projects, ensuringthat initiatives are completed on time and withinbudget.
    • Balancing multiple tasks and deadlineswhile maintaining a high standard ofservice.

  9. Empathyand EmotionalIntelligence:

    • Theability to understand customers' emotional states andrespond with patience and empathy.
    • Creatingrapport with customers and building long-term relationships basedon trust andsupport.

SoftSkills

  1. AdaptabilityandFlexibility:

    • Ability tohandle changes in customer expectations or company policies andadjust strategies accordingly.
    • Staying calm andprofessional in high-pressure situations or when dealing withdifficultcustomers.

  2. Attentionto Detail:

    • Ensuringthat every customer interaction is handled with precision and care,leaving no room for misunderstandings orerrors.
    • Keeping track of customer feedback andensuring all necessary follow-up actions aretaken.

  3. PatienceandResilience:

    • Remainingpatient with customers, especially in challenging or frustratingsituations.
    • Bouncing back from difficultencounters and maintaining a positive, service-orientedattitude.

  4. TimeManagement:

    • Effectivelymanaging time to ensure that customer issues are addressedpromptly, and multiple tasks can be prioritizedappropriately.
Key Skills
Customer,Customer CareService,Customer Relationship Management
Employment Type : Full-time
Department / Functional Area: CustomerService
Experience: Not Mentionedyears
Gender: Male
Vacancy: 1
Joining Date: Fri, 07 Feb 2025