Global Japanese Support Associate (24/7)
Agoda Company Pte. Ltd.
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Benefits offered by this job
Job summary
Agoda is seeking a Support Associate for Kuala Lumpur, supporting Japanese language with 24/7 shift. You will help guests and partners via phone, email, and live chat, delivering high-quality service across Agoda products. Join a data-driven team that learns quickly, experiments, and shares feedback to improve the customer experience.
Preferred candidates excel in multilingual communication, can handle high volumes, and are willing to work rotating shifts including holidays and weekends.
Qualifications
- Strong customer focus and a genuine desire to help others.
- Excellent command of spoken and written Japanese and English (JLPT N1 and business level English).
- Ability to stay calm, accurate and professional under pressure.
- Good problem-solving skills using guidelines and data to decide effectively.
- Flexibility to adapt to new tools, processes, and feedback.
- Ability to manage time and priorities in a fast-paced, high-volume environment.
Responsibilities
- Deliver excellent customer service and manage customer needs through phone, email, and live chat.
- Support Agoda products (Hotel, Flights, Activities) after required training.
- Handle a high volume of inquiries professionally and accurately.
- Meet individual and team KPIs and goals.
- Contribute to business strategies and improve customer services via self-service.
- Identify process improvements and communicate to Team Leaders/Managers.
Skills
Job description
About Agoda
At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
About Agoda
At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.
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.
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.
Get to Know Our Team:
Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 16 languages. No matter the issue, we present the best of Agoda’s values to each and every customer with multiple support channels and a strong desire to serve. Certainly, doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.
The Opportunity:
As a Support Associate in Kuala Lumpur, supporting Japanese language with 24/7 shift, you will:
- Build strong problem-solving and communication skills that open doors to many future roles
- Support customers and partners from multiple countries and cultures, gaining truly global experience
- Join a data-driven, fast-learning team that experiments, improves, and shares feedback openly
- Deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email, and live chat).
- Required to support combination of Agoda products (Hotel, Flights, Activities and more) to support the business needs after being trained for required skills.
- Professionally handle high volume of inquiries from customers and partners.
- You will be accountable for meeting individual (KPIs) and team goals.
- Understand and deliver business strategies and improve customer services through the execution of self-service.
- Continuously identify work process improvements and communicate to Team Leaders and (or) Manager.
- Perform office-based administrative duties whenever required.
- Must demonstrate high degree of integrity and confidentiality – Maintain confidentiality of customer information at all times.
- Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries et
- Strong customer focus and a genuine desire to help others
- Excellent command of spoken and written Japanese and English. (For Japanese, at least JLPT N1 level. For English, business level)
- Ability to stay calm, accurate, and professional under pressure
- Good problem-solving skills, using guidelines and data to make decisions effectively
- Flexibility to adapt to new tools, processes, and feedback
- Ability to manage time and priorities in a fast-paced, high-volume environment
- Reliability, integrity, and a positive, collaborative attitude
- Willing to work in shift rotations (am/pm/midnight shift) to ensure we have 24/7 service levels
- Able to work on public holidays and weekends
- Prior working experience in customer support, contact center, or service roles
- Experience in travel, e-commerce, hospitality, or BPO is a plus
- Experience working with international customers or partners
- Familiarity with contact center, CRM, or ticketing systems
- Additional language skills beyond the core required language for the role if any
- Competitive compensation with performance-based incentives
- Annual discretionary performance bonus
- Visa sponsorship and relocation support for eligible roles and locations
- Health insurance and other locally competitive benefits
- Agoda travel discounts and special rates on accommodation and related products
- Work from anywhere for up to 30 days per year
- Agoda Choice annual allowance of 2500 MYR after one year of employment
- Structured training, coaching, and clear performance metrics
- Opportunities to grow your career within the Customer Experience Group or across Agoda
- An inclusive, international work environment where your ideas and feedback are valued
Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.
Discover More About Working At Agoda
- Agoda Careers https://careersatagoda.com
- Facebook https://www.facebook.com/agodacareers/
- LinkedIn https://www.linkedin.com/company/agoda
- YouTube https://www.youtube.com/agodalife
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.
Disclaimer
We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.
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