Global Travel Support Specialist

AGODA INTERNATIONAL (MALAYSIA) SDN. BHD.; Kuala Lumpur; Hybrid; MYR 50,000 - 73,000; Full time

Benefits offered by this job

Health insurance

Travel discounts and special rates

Hybrid work with remote flexibility

Job summary

Agoda International (Malaysia) Sdn. Bhd. is seeking a Customer Experience Specialist in Kuala Lumpur to join our global team. You will deliver outstanding service across phone, email, and chat, supporting guests and partners in multiple languages and cultures.

In this role, you will own customer interactions end-to-end, work with cross-functional teams, and uphold data privacy while meeting quality and productivity KPIs. We offer hybrid work with remote flexibility and a strong benefits package.

Qualifications

• Strong customer focus and genuine desire to help others.
• Excellent spoken and written English for diverse inquiries.
• Ability to stay calm, accurate and professional under pressure.
• Good problem-solving skills using guidelines and data.
• Flexible to adapt to new tools, processes and feedback.
• Able to manage time and priorities in a fast-paced, high-volume environment.
• Reliable, with integrity and a collaborative attitude.

Responsibilities

• Deliver outstanding service to guests and partners via phone, email, and chat.
• Handle a high volume of inquiries and provide timely resolutions.
• Take end-to-end ownership of booking issues and inquiries.
• Work toward achieving individual and team KPIs (quality, productivity, CSAT).
• Develop expertise across Agoda product lines with product training.
• Apply Agoda policies and procedures consistently.
• Collaborate with Team Leaders and other teams to resolve complex cases.
• Safeguard customer data and maintain confidentiality.
• Work rotating shifts to support a 24/7 operation, including weekends.

Skills

Strong customer focus

Excellent spoken English

Excellent written English

Calm under pressure

Problem solving

Flexibility to adapt

Time management

Reliability & integrity

Tools

CRM systems

Ticketing systems

Job description

Agoda International (Malaysia) Sdn. Bhd. is seeking a Customer Experience Specialist in Kuala Lumpur to join our global team. You will deliver outstanding service across phone, email, and chat, supporting guests and partners in multiple languages and cultures.

In this role, you will own customer interactions end-to-end, work with cross-functional teams, and uphold data privacy while meeting quality and productivity KPIs. We offer hybrid work with remote flexibility and a strong benefits package.