Customer Experience Specialist - Graveyard Shift (Kuala Lumpur)

Agoda Company Pte. Ltd.; Kuala Lumpur; On-site; MYR 36,000 - 58,000; Full time

Benefits offered by this job

Health insurance

Travel discounts

Flexible work days

Performance incentives

Job summary

Agoda in Kuala Lumpur seeks a Customer Experience Specialist for graveyard shifts handling English-language inquiries from guests and partners. You will deliver timely resolutions via phone, email, and chat, while owning booking issues and meeting individual and team KPIs.

Join a data-driven, global team that values customer focus, efficiency, and integrity. This role offers competitive compensation, insurance, and travel discounts, with limited travel and flexible benefits.

Qualifications

• Strong customer focus and desire to help others.
• Excellent spoken and written English communication.
• Ability to stay calm, accurate, and professional under pressure.
• Good problem-solving using guidelines and data.
• Flexible to adapt to new tools and processes.
• Ability to manage time and priorities in a fast-paced, high-volume environment.

Responsibilities

• Deliver outstanding service to guests and partners via phone, email, and chat.
• Handle a high volume of inquiries and deliver accurate, timely resolutions.
• Take end-to-end ownership of booking issues (changes, cancellations, payments, and other queries).
• Work towards achieving individual and team KPIs (quality, productivity, customer satisfaction).
• Develop expertise across multiple Agoda product lines with training to support different customer segments.

Skills

Customer focus

Excellent English

Stay calm under pressure

Problem solving with data

Adaptability

Time management

Team player

Tools

CRM systems

Ticketing systems

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,understandingand happiness.

We are a skillful,drivenand 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 aneverchangingenvironment. That is why we provide in-person, real-time help around the clock and in16languages.No matter the issue, we present the best of Agoda’s values toeach and everycustomer with multiple support channels and a strong desire to serve.Certainlydoing more than answering phone calls or replying to emails, our specialists actively look for ways to improve ourcustomer’sexperience. 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 thatproduce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing toa corestrength and service of Agoda witha clear visionand a focus on efficient and satisfying customer support.

The Opportunity

As a Customer Experience Specialist - Graveyard Shift in Kuala Lumpur, supporting English queries, 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

• Deliveroutstanding service to guests and partners via phone, email, and chat
• Handle a high volume of inquiriesand deliveraccurate,timelyresolutions
• Take end-to-end ownership of booking issues (e.g.changes, cancellations, payments, and othercustomer queries)
• Work towards achievingindividual and team KPIs (e.g.quality, productivity, customer satisfaction,etc.)
• Developexpertiseacross multiple Agoda productlines(e.g., Accommodation, Flights, Activities), with training to support different customer segments and services over time
• Apply Agoda policies and procedures in a fair and consistent way
• Collaborate with Team Leaders, Managers, and other teams to resolve complex or unusual cases
• Safeguard customer data andmaintainstrict confidentiality at all times
• You maybe requiredto work on public holidays.

Core Skills and Competencies

• Strong customer focus and a genuine desire to help others
• Excellent spoken and writtenEnglish skills
• Ability to stay calm,accurate, and professional under pressure
• Good problem-solving skills, using guidelines and data to make decisionseffectively
• 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

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 languages for the role if any

Why Agoda

• Competitive compensation with performance-based incentives
• Annual discretionary performance bonus
• Health insurance and other locally competitive benefits
• Agoda travel discounts and special rates on accommodation and related products
• Work from anywhere for up to30 daysper year
• 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

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.

Wewill 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.