Bilingual Support Agent - Mandarin/English (Hybrid)

Careersatagoda; Kuala Lumpur; Hybrid; MYR 33,000 - 67,000; Full time

Benefits offered by this job

Hybrid work model

WFH allowance

Staff discount on bookings

Career development opportunities

Medical & life insurance

Job summary

Agoda, a global travel platform, is hiring for a Customer Support Associate in Kuala Lumpur. This role supports guests and partners across Agoda products via phone, email, and messaging, requiring strong English and Mandarin, excellent listening, and a fast, accurate response style.

You will handle high volumes, participate in product experiments, and contribute to service improvements. The position offers a hybrid work model with opportunities for career development and benefits, including

Qualifications

• Excellent spoken and written English and Mandarin.
• Customer service skills: attentiveness, empathy, patience and consistency.
• Excellent listening, critical thinking, and attention to detail.
• Minimum typing speed of 35 words per minute.
• Willingness to work 24/7 rotating shifts including holidays and weekends.
• Ability to work independently and in a team.
• High integrity and ability to handle confidential information.
• Able to operate in a fast-paced environment.
• Perform office-based administrative duties as required.
• Experience in customer/partner facing roles is a plus.
• Proficiency in Cantonese is a plus.

Responsibilities

• Deliver excellent customer service via phone, email, and messaging.
• Support customers across Agoda products (Hotel, Flights, Activities).
• Handle a high volume of inquiries professionally.
• Contribute to service improvements through feedback and self-service initiatives.
• Drive efficiency by participating in product experiments and providing feedback.
• Maintain open communication with Team Leaders and Managers on performance goals.
• Take ownership of customer issues, including pricing and invoice queries.

Skills

English & Mandarin

Customer service

Typing 35 wpm

Communication

Problem solving

Job description

Agoda, a global travel platform, is hiring for a Customer Support Associate in Kuala Lumpur. This role supports guests and partners across Agoda products via phone, email, and messaging, requiring strong English and Mandarin, excellent listening, and a fast, accurate response style.

You will handle high volumes, participate in product experiments, and contribute to service improvements. The position offers a hybrid work model with opportunities for career development and benefits, including