Customer Experience Specialist – Bilingual (Fluent in Portuguese & English) | Cairo, Egypt
Hybrid · Cairo, Cairo, Egypt
Job Summary
Provide bilingual Portuguese-English customer support for Agoda in Cairo via phone, email, and chat. Deliver outstanding service, handle a high volume of inquiries, resolve end-to-end booking issues, and maintain accuracy and confidentiality. Develop product knowledge across Agoda lines (Accommodation, Flights, Activities) and apply policies consistently while collaborating with Team Leaders and other teams. Maintain a customer-focused approach, meet individual and team KPIs, and adapt to a data-driven environment. The role includes rotating shifts to support a 24/7 global operation and a hybrid work model with on-site collaboration roughly once every 8 weeks; visa sponsorship and relocation support are available for eligible roles. Core competencies include problem-solving, calm under pressure, and the ability to work with international customers, with additional language skills considered a plus.
Required Qualifications
- Fluent in Portuguese and English
- Strong customer focus and communication skills
- Ability to handle high-volume inquiries via phone, email, and chat
- Comfort with data privacy and confidentiality
- Experience in customer support or service roles is a plus
- Ability to work in a fast-paced environment and meet KPIs
- Familiarity with CRM or ticketing systems is a plus
- Willingness to work rotating shifts including mornings, evenings, and nights
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