Bilingual Support Associate - Mandarin & English

Agoda Company Pte. Ltd.; Kuala Lumpur; Hybrid; MYR 30,000 - 42,000; Full time

Benefits offered by this job

Hybrid Work Model

WFH allowance

Staff discount on bookings

Supplemental medical & life insurance

Job summary

Agoda in Kuala Lumpur is hiring for a Customer Support professional fluent in English and Mandarin to assist guests and partners across channels (phone, email, chat). You'll join a global team delivering outstanding service in a fast-paced environment, with a hybrid work model and rotating shifts.

You will handle inquiries, contribute to product improvements, and ensure high satisfaction through effective communication and problem solving.

Qualifications

• Excellent spoken and written English & Mandarin.
• Customer service skills — attentiveness, empathy, patience and consistency.
• Excellent listening skills 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 as well as in a team.
• High degree of integrity and confidentiality.
• Ability to operate in a fast-paced work environment.

Responsibilities

• Deliver excellent customer service and manage the needs of guests and partners through phone, email, and messaging.
• Support customers across Agoda products (Hotel, Flights, Activities and more).
• Professionally handle a high volume of inquiries from clients and customers.
• Contribute to business strategies by improving customer service through self-service initiatives, participating in product experiments, providing feedback, and driving efficiency.
• Continuously identify work process improvements.
• Maintain open communication with Team Leaders and Managers, including feedback and coaching on performance goals.
• Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc.

Skills

English & Mandarin

Customer service

Typing speed

Communication

Teamwork

Job description

Agoda in Kuala Lumpur is hiring for a Customer Support professional fluent in English and Mandarin to assist guests and partners across channels (phone, email, chat). You'll join a global team delivering outstanding service in a fast-paced environment, with a hybrid work model and rotating shifts.

You will handle inquiries, contribute to product improvements, and ensure high satisfaction through effective communication and problem solving.