Remote Asia Travel Partnerships & Operations Lead

Pagoda; Kuala Lumpur; Hybrid; MYR 45,000 - 73,000; Full time

Job summary

Pagoda Travel Limited is expanding its Asia operation and seeks a proactive Travel Operations & Customer Experience Associate to support inbound travellers and international advisors. This dual role blends operational delivery with business development responsibilities to connect travellers with local partners.

You will coordinate with guides, operators and service providers, manage bookings and itinerary changes, and resolve issues quickly.

Qualifications

• Essential qualifications include two years in travel, tourism, hospitality or related service.
• Graduate route requires a degree in tourism, travel management or related field.
• Fluent written and spoken English is required.

Responsibilities

• Travel operations and coordination across Asia destinations.
• Support delivery of private tours, transfers and ground services.
• Coordinate with guides, drivers, tour operators and local providers.
• Assist with bookings, reservations, itinerary details and changes.
• Monitor upcoming travel arrangements and identify issues early.
• Respond to advisors and travellers via WhatsApp and email.
• Provide clear information before and during trips and resolve issues.
• Take ownership of customer issues and ensure resolution.
• Maintain accurate records and hand over unresolved cases between shifts.
• Work with colleagues across countries and time zones.
• Learn Pagoda's internal systems and AI-assisted workflows.
• Suggest improvements to systems and procedures.

Skills

Fluent English

Communication skills

Organizational skills

Problem-solving

Customer focus

Education

Diploma or degree in tourism/travel management or related field

University degree in related field

Tools

Booking platforms

Customer-support software

AI-assisted tools

Internal systems

Job description

Pagoda Travel Limited is expanding its Asia operation and seeks a proactive Travel Operations & Customer Experience Associate to support inbound travellers and international advisors. This dual role blends operational delivery with business development responsibilities to connect travellers with local partners.

You will coordinate with guides, operators and service providers, manage bookings and itinerary changes, and resolve issues quickly.