Customer Experience Specialist - English (Kuala Lumpur)

Agoda; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global travel platform is seeking Customer Experience Specialists in Kuala Lumpur. This role requires delivering excellent customer service and managing inquiries through phone, email, and live chat. Ideal candidates will possess strong customer service skills, a command of English, and a willingness to work shifts. The position offers a hybrid working arrangement and opportunities for continuous learning and development.

Benefits

Competitive salary

Hybrid working arrangement

Continuous learning & development

Qualifications

• Excellent command of spoken and written English.
• Willingness to work in shift rotations.
• Positive personality traits such as detail-oriented and trustworthy.

Responsibilities

• Deliver excellent customer service through various channels.
• Handle high volume of inquiries professionally.
• Continuously identify work process improvements.

Skills

Customer service skills

Analytical thinking

Stress tolerance

Fluent English

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 millions of hotels, holiday properties, flights, and experiences worldwide. Data and technology are at the heart of our culture, fueling curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

Get to Know our Team

Agoda’s Customer Support Team understands that travel can be an ever‑changing environment. That is why we provide in‑person, real‑time help around the clock and in 38 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. Our specialists actively look for ways to improve our customer’s experience, 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

We are looking to recruit Customer Experience Specialists to be based in our Malaysia office. This is a fantastic opportunity to develop your customer service skills while working for a fast‑paced company that invests in its employees.

In this Role, you’ll get to:

• Deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email, and live chat).
• Support a 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 clients and customers.
• Be accountable for meeting individual and team KPIs.
• Understand and deliver business strategies and improve customer services through the execution of self‑service.
• Continuously identify work process improvements.
• Communicate to Team Leaders and/or Managers.
• Perform office‑based administrative duties whenever required.
• Demonstrate a 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, etc.

What you’ll need to succeed:

• An excellent command of spoken and written English.
• Willingness to work in shift rotations to ensure we have 24/7 service levels.
• Positive personality traits – good attitude, enthusiastic, detail‑oriented, responsible, trustworthy, ethical, and goal focused.
• Customer service skills – attentiveness, empathy, patience, consistency, persuasion, immaculate telephone manners, and communication skills.
• Analytical thinking and high problem‑solving skills.
• Stress tolerance and ability to work under pressure.
• Availability to work on public holidays and weekends – compensation will be provided in case of public holiday.
• Required to have own transportation arrangement.

It’s great if you have:

• Experience in customer service roles and in a contact center environment is desirable. Fresh graduates are also welcomed to apply.

In return, Agoda will:

• Hybrid working arrangement (Work from Home).
• Competitive salary.
• A young and dynamic multinational team.
• Possibility to travel.
• Career opportunity regarding lateral moves within CEG teams and global locations as well as other departments within the company.
• Continuous learning & development through corporate training programs.
• A modern working environment.

No relocation & visa support for this role.

We do not offer relocation or visa support for this position.

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.

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.