Global Customer Support Associate, Hybrid

Agoda Company Pte. Ltd.; Kampung Malaysia Tambahan; Hybrid; MYR 47,000 - 78,000; Full time

Benefits offered by this job

Hybrid work model

Health insurance and other locally

Agoda travel discounts

Work from anywhere up to 30 days per y

Structured training and clear metrics

Job summary

Agoda is seeking a Support Associate in Kuala Lumpur to handle English-language inquiries via phone, email and chat, delivering outstanding service across guests and partners while handling high volumes and end-to-end booking issues.

You will join a data-driven, global team with a 24/7 operation, hybrid work model (work from home with on-site days roughly 1 week every 8 weeks), and opportunities to grow within Agoda's Customer Experience Group.

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 and using data to make decisions.

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, and other customer 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.
• Apply Agoda policies and procedures in a fair and consistent way.
• Collaborate with Team Leaders, Managers, and other teams to resolve complex cases.
• Safeguard customer data and maintain confidentiality.
• Work rotational shifts to support a 24/7 global operation.
• You may be required to work on public holidays.
• Enjoy Agoda’s Hybrid work model, primarily work-from-home with on-site collaboration days roughly 1 week out of every 8 weeks.

Skills

Customer focus

English skills

Calm under pressure

Problem-solving

Time management

Collaborative

Job description

Agoda is seeking a Support Associate in Kuala Lumpur to handle English-language inquiries via phone, email and chat, delivering outstanding service across guests and partners while handling high volumes and end-to-end booking issues.

You will join a data-driven, global team with a 24/7 operation, hybrid work model (work from home with on-site days roughly 1 week every 8 weeks), and opportunities to grow within Agoda's Customer Experience Group.