Customer Experience Specialist - Bilingual

About the role

This position invites you to join our global support team based in Cairo to provide real-time assistance to travelers and partners around the world. You will own the end-to-end resolution of inquiries that arrive through various digital and voice channels, ensuring every interaction meets our standards for quality and empathy. A core part of this role involves handling requests in both Portuguese and English, translating complex needs into clear and reassuring responses. You will take ownership of each case from initial contact to final resolution, making sure guests and partners feel supported at every step. The work requires a disciplined approach to managing a high volume of requests while maintaining accuracy and speed under time constraints. You will be responsible for booking-related matters such as payments, cancellations, and modifications, applying policies with consistency and fairness. Success in this role depends on your ability to balance independent judgment with collaboration, coordinating with managers and team leads whenever situations fall outside standard procedures.

Key facts

What you'll do

Provide dedicated support to guests and partners through phone, email, and chat channels, maintaining a calm and professional tone at all times.

Manage a continuous flow of high-volume requests, triaging issues quickly and directing them to the appropriate internal teams when necessary.

Take full responsibility for booking-related matters, including payments, cancellations, and modifications, verifying details to prevent errors.

Monitor and meet individual and team performance targets related to productivity, quality assurance, and customer satisfaction scores.

Develop deep knowledge of Agoda product lines such as activities, flights, and accommodations to answer questions accurately and efficiently.

Apply company policies consistently and fairly, ensuring that every decision is transparent, justified, and aligned with standards.

Coordinate closely with managers and team leads to address complex or unique situations, escalating appropriately when required.

Protect sensitive customer information and uphold strict confidentiality in every interaction, following data privacy and security protocols at all times.

Work on a rotational shift schedule that covers peak travel times, demonstrating flexibility and reliability across different time windows.

Utilize internal tools and systems to update case statuses, document interactions, and track follow-up actions with precision.

Communicate clearly and actively with both internal stakeholders and external customers, using straightforward language to avoid confusion.

Identify recurring issues and share insights with the team to help improve processes, reduce repeat contacts, and enhance the overall guest experience.

Maintain a positive attitude during challenging interactions, using problem-solving skills to de-escalate situations and find practical solutions.

Continuously seek feedback from customers and supervisors to refine your performance and grow within the role over time.

Requirements

You must be fluent in both Portuguese and English, with strong written and verbal skills in each language to handle complex inquiries accurately.

You must be able to manage high-volume tasks in a fast-paced environment, staying organized and focused even when demands increase suddenly.

You must demonstrate a strong focus on problem-solving, using analytical thinking to diagnose issues and propose effective solutions quickly.

You must show clear communication skills, adapting your tone and style to different audiences while remaining professional and courteous.

You must be willing to work in a rotational shift environment, including evenings, weekends, and holidays, to ensure continuous coverage.

You must respect company policies and procedures, applying them consistently in all customer interactions without exception.

You must be comfortable using digital tools and platforms, including communication software, databases, and performance dashboards, as part of your daily routine.

You must understand the importance of data privacy and confidentiality, handling all customer information in strict compliance with internal guidelines and legal requirements.

Nice to have

Previous experience in customer support or a client-facing role, especially in travel, hospitality, or e-commerce environments.

Familiarity with multi-channel support tools and having handled inquiries via phone, email, and chat in a professional setting.

Basic knowledge of travel-related products and services, including accommodations, flights, and activities, to better understand customer needs.

Comfort working in a rotational shift schedule, including night shifts and weekend hours, with a proven ability to stay engaged during less traditional hours.

Experience using performance dashboards and tracking metrics related to productivity, quality, and customer satisfaction.

Practical notes

This role operates on a rotational shift schedule to cover different time zones and peak travel periods.

The position is part of the Customer Support Team based in Cairo, with close coordination across global functions.

Candidates must be able to commit to the required working hours as defined by operational needs, including flexibility when business demands change.

No specific visa sponsorship information is provided in this job description, and candidates should review local employment regulations applicable to their situation.

There are no compensation details listed for this role in the available source information.

The application process may include assessments of language proficiency, problem-solving skills, and customer service orientation.

Success in this role depends on your ability to work independently, take initiative, and collaborate effectively within a diverse, international team.