Customer Experience Specialist – Bilingual (Fluent in German & English) | Cairo, Egypt

Agoda
Cairo
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Customer focus","Communication","Problem-solving","Ability to stay calm","Professionalism","Time management","Confidentiality","Integrity","Collaboration","Adaptability"]

Deliver outstanding customer support in German and English for guests and partners in Cairo. Handle high volumes of inquiries via phone, email, and chat while taking end-to-end ownership of booking issues such as changes, cancellations, payments, and related questions. Work toward individual and team KPIs, collaborate with leaders and other teams to resolve complex cases, and maintain strict confidentiality while supporting a 24/7 operation with rotating shifts.

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FursaFursa
Agoda
Agoda
4 days ago

Customer Experience Specialist – Bilingual (Fluent in German & English) | Cairo, Egypt

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Deliver outstanding customer support in German and English for guests and partners in Cairo. Handle high volumes of inquiries via phone, email, and chat while taking end-to-end ownership of booking issues such as changes, cancellations, payments, and related questions. Work toward individual and team KPIs, collaborate with leaders and other teams to resolve complex cases, and maintain strict confidentiality while supporting a 24/7 operation with rotating shifts.
Location: Cairo
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •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 (e.g., changes, cancellations, payments, and other customer queries).
  • •Work towards individual and team KPIs (e.g., quality, productivity, customer satisfaction).
  • •Collaborate with Team Leaders, Managers, and other teams to resolve complex or unusual cases.

Pay and Benefits

Perks:Health InsuranceAnnual Bonus

Key Requirements

  • •Excellent spoken and written German skills, and B2 level English.
  • •Ability to stay calm, accurate, and professional under pressure.
  • •Good problem-solving skills using guidelines and data to make decisions effectively.
  • •Flexibility to adapt to new tools, processes, and feedback.
  • •Ability to manage time and priorities in a fast-paced, high-volume environment.
Experience:TravelE-commerceHospitalityBPOInternational customersContact center
Skills:Customer focusCommunicationProblem-solvingAbility to stay calmProfessionalismTime managementConfidentialityIntegrityCollaborationAdaptability
Languages:GermanEnglish

Company Brief

Agoda
Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Singapore, Singapore
Founded: 2005
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn