Global Customer Support Specialist - Hybrid & 24/7

Agoda; Kuala Lumpur; Hybrid; MYR 39,000 - 61,000; Full time

Benefits offered by this job

Health insurance

Travel discounts

Work from anywhere up to 30 days/year

Job summary

Agoda in Kuala Lumpur is seeking a Support Associate to deliver top-tier service to guests and partners. You will manage inquiries by phone, email, and chat, and resolve issues with accuracy across a 24/7 global operation.

The role emphasizes problem ownership, cross-functional collaboration, and adherence to policies. A hybrid work model supports flexible Home-Office work with occasional on-site collaboration.

Qualifications

• Strong customer focus and empathy.
• Clear spoken and written English.
• Ability to stay calm and professional under pressure.
• Experience with high-volume inquiries is a plus.

Responsibilities

• Deliver outstanding service via phone, email, and chat.
• Handle high volume inquiries with accurate, timely resolutions.
• Own end-to-end booking issues (changes, cancellations, payments).
• Work toward individual and team KPIs (quality, productivity, satisfaction).
• Develop product knowledge across Agoda lines with training.
• Apply Agoda policies fairly and consistently.
• Collaborate with teams to resolve complex cases.
• Protect customer data and maintain confidentiality.

Skills

Customer focus

Excellent English

Written English

Calm under pressure

Problem solving

Time management

Team collaboration

Tools

CRM systems

Ticketing systems

Job description

Agoda in Kuala Lumpur is seeking a Support Associate to deliver top-tier service to guests and partners. You will manage inquiries by phone, email, and chat, and resolve issues with accuracy across a 24/7 global operation.

The role emphasizes problem ownership, cross-functional collaboration, and adherence to policies. A hybrid work model supports flexible Home-Office work with occasional on-site collaboration.