Customer Experience Specialist – Graveyard Shift (Kuala Lumpur)

Careersatagoda; Kuala Lumpur; On-site; MYR 42,000 - 72,000; Full time

Benefits offered by this job

Health insurance

Performance bonus

Work from anywhere up to 30 days/year

Job summary

Agoda in Kuala Lumpur is seeking a Customer Experience Specialist for graveyard hours to handle English inquiries via phone, email, and chat. You will join a data-driven, fast-learning team that values accuracy, empathy, and timely resolutions.

Training will cover multiple product lines and policies to support diverse customers worldwide. We expect excellent English, strong customer focus, and the ability to work under pressure in a high-volume environment.

Qualifications

• Strong customer focus and a genuine desire to help others.
• Excellent spoken and written English skills.
• Ability to stay calm, accurate, and professional under pressure.
• Good problem-solving skills, using guidelines and data to make decisions.
• Flexibility to adapt to new tools, processes, and feedback.
• 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 (e.g., changes, cancellations, payments).
• Work towards achieving individual and team KPIs (quality, productivity, customer satisfaction).
• Develop expertise across multiple Agoda product lines with training to support different segments.
• Apply Agoda policies and procedures in a fair and consistent way.
• Collaborate with Team Leaders, Managers, and other teams to resolve complex cases.

Skills

Customer focus

English proficiency

Calm under pressure

Problem solving

Time management

Team collaboration

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
• Work graveyardshift
• 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

You can read more about our hiring process in below article:

How We Hire for Customer Experience Group Roles at Agoda - Careers at Agoda

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.

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