Graveyard CX Specialist – English Support (Travel Tech)

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

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.