There were 3 steps: First one was a prescreening interview with a recruiter. I was asked basic questions about experience with customer service. If you're through, they will send you an online assessment for you to complete later. Lastly, you will get to be interviewed by your future manager and do a couple of roleplays.

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.