Bilingual Customer Experience Specialist (Portuguese & English)

About the role

Agoda's Customer Experience Group in Cairo, Egypt is looking for a bilingual specialist fluent in Portuguese and English. You will support guests and partners from many countries and cultures, handling a high volume of inquiries and resolving booking issues end to end, while working rotational shifts to support a 24/7 global operation.

Key responsibilities

• Deliver service to guests and partners by phone, email and chat, and handle a high volume of inquiries with accurate, timely resolutions.
• Own booking issues end to end, such as changes, cancellations, payments and other customer queries.
• Work towards individual and team KPIs such as quality, productivity and customer satisfaction.
• Build expertise across Agoda product lines (Accommodation, Flights, Activities) with training over time.
• Apply Agoda policies consistently and collaborate with Team Leaders, Managers and other teams on complex cases.
• Safeguard customer data and maintain strict confidentiality.
• Work rotational shifts including mornings, evenings and nights, occasionally weekends and public holidays planned in advance.

Required profile

• Excellent spoken and written Portuguese and B2-level English.
• Strong customer focus, accuracy and professionalism under pressure, and good problem-solving skills.
• Flexibility to adapt to new tools and processes, and ability to manage time and priorities in a fast-paced, high-volume environment.
• Nice to have: prior customer support or contact center experience, travel, e-commerce, hospitality or BPO experience, familiarity with contact center, CRM or ticketing systems, and additional languages.

What we offer

• Hybrid model: primarily work from home, with on-site collaboration roughly once a week.
• Competitive pay with performance-based incentives and an annual discretionary bonus.
• Visa sponsorship and relocation support for eligible roles, health insurance, travel discounts and up to 30 days of work from anywhere per year.
• Structured training, coaching, clear performance metrics and growth opportunities within the Customer Experience Group.