Global Support Associate, Hybrid — 24/7 Travel Tech

Agoda; Kuala Lumpur; Hybrid; MYR 39,000 - 58,000; Full time

Benefits offered by this job

Health insurance

Agoda travel discounts and special RAT

Hybrid work model

Work from anywhere up to 30 days ayear

Job summary

Agoda in Kuala Lumpur is seeking a Support Associate to provide outstanding service to guests and partners via phone, email, and chat. You will handle high volumes of inquiries, take end-to-end ownership of booking issues, and work toward individual and team KPIs while developing expertise across Agoda product lines.

The role requires strong English, resilience under pressure, and a flexible, data-driven approach in a 24/7 global operation.

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 effectively.
• 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.

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 (e.g. quality, productivity, customer satisfaction).
• Develop expertise across multiple Agoda product lines (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 and maintain strict confidentiality at all times.
• Work rotational shifts (including mornings, evenings, and nights) to support a 24/7 global operation.
• You may be required to work on public holidays.
• Enjoy Agoda’s Hybrid work model, i.e. primarily work-from-home, with on-site collaboration days roughly 1 week out of every 8 weeks

Skills

Strong customer focus

Excellent English (spoken and written)

Calm under pressure

Problem solving with data

Time management

Reliability and collaboration

Job description

Agoda in Kuala Lumpur is seeking a Support Associate to provide outstanding service to guests and partners via phone, email, and chat. You will handle high volumes of inquiries, take end-to-end ownership of booking issues, and work toward individual and team KPIs while developing expertise across Agoda product lines.

The role requires strong English, resilience under pressure, and a flexible, data-driven approach in a 24/7 global operation.