There are three rounds of interviews, The pre-screening first round of 15 minutes (conducted by the hiring manager), an assessment which you need to complete in 24 hrs (a scenario will be given and we have to write an email based on it), and the third round is conducted by the team manager for 1 hr which also includes role-play scenario.

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.