Comprehensive questionnaires and critical analysis upon each questions directed to interviewees. A two step interview process, online and face to face including example problem scenarios in the line of work for us to assess and provide solutions which allows more skills and knowledge to be tested in every individual.

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.