Support Associate- 24/7 Japanese (Kuala Lumpur, requires relocation to Kuala Lumpur)

Agoda Company Pte. Ltd.; Toronto; On-site; CAD 23,000 - 39,000; Full time

Benefits offered by this job

Health insurance

Visa sponsorship

Relocation support

Work from anywhere (up to 30 days)

Annual bonus

Job summary

Agoda is seeking a Support Associate in Kuala Lumpur to deliver exceptional service across guests and partners via phone, email, and live chat. You will handle cross-product support (Hotels, Flights, Activities) after training, maintaining high-quality interactions while meeting KPIs.

The role requires strong language skills, resilience under pressure, and a customer-first mindset. This is a 24/7 operation with shift rotations and opportunities for growth within Agoda's global experience.

Qualifications

• Fluent in Japanese and English (JLPT N1 for Japanese, business level English).
• Strong customer focus with desire to help others.
• Ability to stay calm, accurate and professional under pressure.
• Good problem-solving skills using guidelines and data.

Responsibilities

• Deliver excellent customer service and manage guests and partner needs via phone, email and live chat.
• Support Agoda products (Hotel, Flights, Activities) after training to meet business needs.
• Handle high volume inquiries professionally and efficiently.
• Meet individual and team KPIs and goals.
• Understand and implement business strategies to improve customer service via self-service.
• Identify process improvements and communicate them to Team Leaders or Manager.
• Perform office-based administrative duties as required.

Skills

Japanese (JLPT N1)

English (business)

Customer service

Problem solving

Communication

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. 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

In This Role, You Will:

• 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

Core Skills And Competencies

• 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

Nice to Have

• 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

Why Agoda

• 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

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

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.