Bilingual Customer Experience Specialist (Arabic & English)

About the role

Agoda's Customer Experience Group in Cairo is looking for a bilingual specialist fluent in Arabic 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 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 product lines such as Accommodation, Flights and 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

• Fluent spoken and written Arabic and B2-level English.
• Strong customer focus, accuracy and professionalism under pressure, and good problem-solving skills.
• 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 background, and experience with international customers.

Required skills

• Familiarity with contact center, CRM or ticketing systems is a plus.
• Additional languages beyond Arabic and English are a plus.

What we offer

• Competitive compensation with performance-based incentives and an annual discretionary bonus.
• Visa sponsorship and relocation support for eligible roles, health insurance and travel discounts.
• Hybrid model: mainly work from home, with on-site collaboration roughly once a week.
• Up to 30 days of work from anywhere per year, structured training and career growth opportunities.