Submitted my application for Customer Experience Specialist - English Team through their website. Received an email within 3 days to schedule for a phone interview. The phone interview was pleasant and it was more towards getting to know the candidates better. After the phone interview, the recruiter immediately sent me an email containing a written test that has to be submitted within 24hrs. The written test is about how you respond to a customer's request by e-mail. 2 days after my submission, I received a call from the recruiter to arrange for a face to face interview in KL. Invitation email was then sent to me to confirm the slot that was chosen. The face to face interview is divided into 3 parts: 1) written assessment 2)speed typing test 3)interview with hiring manager. Failing the written assessment and/or speed typing test will disqualify candidates immediately from the final interview with the manager. The written test was similar to the one that was done online, but with a trickier situation which needs excellent comprehension. We were given 20 minutes to type the email in response to the case study. After that, we were required to do the speed typing test within one minute with only one attempt. This can be practised online and 30WPM is the minimum requirement to pass. I passed both assessments and secured the interview with hiring manager. Questions are asked heavily based on your work experience and how it relates to customer service. Overall, it was an efficient, fast and responsive recruitment process.

I applied online and was contacted by HR for an initial screening. The process included a written assessment where I had to respond to customer service email scenarios within a time limit. This tested communication skills, tone, and problem-solving ability. After passing the assessment, I had an HR interview focusing on my background, motivation for joining Agoda, and customer service experience. This was followed by a manager interview, which included behavioral and situational questions related to handling difficult customers and resolving issues. Overall, the interview process was professional, well-organized, and focused on real customer experience scenarios. The interviewers were friendly and explained the role clearly.