Customer Experience Specialist - 24/7 Japanese Speaker (Yokohama)

Excellent spoken and written Japanese skills B1 level English Strong customer focus and a genuine desire to help others Ability to stay calm, accurate, and professional under pressure Good problem-solving skills Flexibility to adapt to new tools, processes, and feedback Ability to manage time and priorities in a fast-paced, high-volume environment Reliability, integrity, and a positive, collaborative attitude Prior working experience in customer support, contact center, or service roles (nice to have) Experience in travel, e-commerce, hospitality, or BPO (nice to have) Experience working with international customers or partners (nice to have) Familiarity with contact center, CRM, or ticketing systems (nice to have)

Deliver outstanding service to guests and 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 Work towards achieving individual and team KPIs Develop expertise across multiple Agoda product lines Apply Agoda policies and procedures Collaborate with Team Leaders, Managers, and other teams Safeguard customer data and maintain strict confidentiality Work rotational shifts (including mornings, evenings, and nights) to support a 24/7 global operation Occasionally work weekends and public holidays