About Agoda
Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.
Our Purpose - Bridging the World Through Travel
We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.
We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.
Get To Know Our Team
The People Team is a purveyor of opportunity, searching the globe for the most talented individuals and offering them an open, collaborative workplace. By prioritizing skill and potential, we have cultivated a powerful assembly of professionals through our drive for equal opportunity and diversity. We make the move to Agoda a breeze with assisted onboarding programs, and we continue to support and enrich our thousands of Agoda employees through individual growth with outstanding learning programs and various means of assistance. Our development of incredible benefits has ensured everyone can stay strong, healthy, and happy during their time at Agoda. Leading ambitious changes and making a positive impact in the lives of our employees, the People Team is a crucial and rewarding part of the Agoda family.
About the Role
We are seeking a motivated and detail-oriented Analyst to join our People Help Desk (PHD) team. This role is crucial as the first line of contact for our People Team, ensuring that employee queries are handled efficiently and empathetically. The ideal candidate will possess good analytical skills and the ability to manage operational tasks effectively. The successful candidate will have an opportunity to gain hands-on experience across a wide range of HR domains and help build out a service desk product.
Key Responsibilities
Team Player
- Be a supportive and collaborative member of the team.
- Demonstrate a willingness to learn and grow through undertaking training to improve skills, volunteering for new projects and opportunities, and actively learning from other team members.
Operational Management
- Act as the primary contact for employees reporting issues, requesting information, or other services related to People team topics.
- Efficiently manage the Help Desk work-queue, ensuring all incidents, requests, and queries are handled promptly and professionally.
- Provide Level 1 support and escalate issues to Level 2 teams when necessary.
- Highly organized; identify, diagnose, and categorize issues and problems, recording queries and providing solutions.
- Deliver support through multiple channels: email, chat, Zendesk, self-service, and automated systems.
- Support the maintenance of internal and external knowledge bases.
- Identify trends and collaborate with subject matter experts to suggest improvements.
- Develop effective action plans for tasks and execute routine tasks reliably, meeting service level timeliness and quality standards.
- Analyze task-related problems and exercise independent judgment to solve or escalate them.
Process Improvement
- Identify and implement process improvements to enhance team efficiency and service quality.
- Utilize proficiency in Excel to analyze data and derive actionable insights for process enhancements.
- Write and maintain process documents for the team.
Project Management
- Collaborate with other departments to drive initiatives that enhance employee experience.
- Stakeholder Management:
- Communicate effectively with stakeholders to manage expectations and provide regular updates.
Must Have
- Degree from an accredited university and/or equivalent experience in a relevant field.
- Strong English communication and interpersonal skills.
- Excellent critical thinking and problem-solving abilities to resolve employee issues.
- Empathetic, customer-first approach to employee interactions and conflict resolution.
- Ability to manage and motivate a team performing operational tasks.
- Proficiency in Excel and the ability to analyze data for insights.
Preferred Skills
- Any experience with Zendesk product platform and Workday/HRIS.
- Experience with PowerPlatforms and PowerAutomate for building advanced lists and flows.
- Knowledge of payroll and reimbursement processes.
- Familiarity with data management and reporting tools.
- An international outlook and experience working in a multicultural environment.
- Any experience in HR / People functions is a plus, but fresh graduates are welcome.
- Fluency in English.
- Experience in a similar position is an advantage.
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Equal Opportunity Employer
At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.
To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.
Top Skills
What We Do
Agoda is transforming travel for millions of customers across the globe. Headquartered in Asia, Agoda is one of the world’s largest online travel platforms. Founded in 2005 and now part of Booking Holdings (Nasdaq:BKNG), Agoda has a network of over 2,900,000 properties worldwide. Our web and mobile products provide a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best deals for business and leisure travelers. Agoda employs over 7,000 professionals from 90 nationalities in locations around the globe. In every department – from engineering to customer experience – we provide an environment rich with creativity, collaboration, and experimentation, and the tools to work faster and smarter. At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great. For properties seeking partnership with Agoda, visit https://connect.agoda.com
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