Support Associate - English

Agoda Company Pte. Ltd; Kuala Lumpur; Hybrid; MYR 42,000 - 66,000; Full time

Benefits offered by this job

Incentives

Annual bonus

Health insurance

Travel discounts

Remote work flexibility

Training & coaching

Career growth

Inclusive environment

Job summary

Agoda Company Pte. Ltd in Kuala Lumpur seeks a Customer Experience Specialist to provide high-quality support to guests and partners in English across multiple channels. You will handle inquiries, manage bookings, and work with global teams in a fast-paced, data-driven environment.

The role offers a hybrid work model with primarily remote work and periodic on-site days, along with opportunities for training and career growth within Agoda’s Customer Experience Group.

Qualifications

• Experience in customer support or service roles is beneficial.
• Experience with international customers or partners is a plus.
• Familiarity with contact center, CRM, or ticketing systems is helpful.

Responsibilities

• Deliver outstanding service to guests and partners via phone, email, and chat.
• Handle a high volume of inquiries and deliver accurate resolutions.
• Own end-to-end booking issues and contribute to KPIs.
• Collaborate with teams to resolve complex cases while safeguarding data.

Skills

Strong customer focus

Excellent spoken English

Excellent written English

Stay calm under pressure

Problem-solving with data

Adapt to new tools & processes

Time management in high-volume env

Reliability & teamwork

Job description

Our Purpose – Bridging the World Through Travel

We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness. We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone. At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great.

Get to Know Our Team

Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 16 languages. No matter the issue, we present the best of Agoda’s values to each and every customer with multiple support channels and a strong desire to serve. Certainly, doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.

The Opportunity

As a Customer Experience Specialist in Kuala Lumpur, supporting English, you will:

Build strong problem-solving and communication skills that open doors to many future roles

Support customers and partners from multiple countries and cultures, gaining truly global experience

Join a data-driven, fast-learning team that experiments, improves, and shares feedback openly

In This Role, You Will

Deliver outstanding service to guests and partners via phone, email, and chat

Handle a high volume of inquiriesand 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, etc.)

Developexpertise 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 andmaintain strict confidentiality at all times

Work rotational shifts (including mornings, evenings, and nights) to support a 24/7 global operation

As part of a rotating shift schedule,you’ll occasionally work weekends and public holidays, planned in advance with your team

Enjoy Agoda’sHybrid work model, i.e. primarily work-from-home, with on-site collaboration days roughly 1 week out of every 8 weeks (details may vary by location)

Core Skills and Competencies

Strong customer focus and a genuine desire to help others

Excellent spoken and written English

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

Nice to Have

Prior working experience in customer support, contact center, or service roles

Experience in travel, e-commerce, hospitality, or BPO is a plus

Experience working with international customers or partners

Familiarity with contact center, CRM, or ticketing systems

Additional language skills beyond the core required languages for the role if any

Why Agoda

Competitive compensation with performance-based incentives

Annual discretionary performance bonus

Health insurance and other locally competitive benefits

Agoda travel discounts and special rates on accommodation and related products

Work from anywhere for up to30 days per year

Structured training, coaching, and clear performance metrics

Opportunities to grow your career within the Customer Experience Group or across Agoda

An inclusive, international work environment where your ideas and feedback are valued

You can read more about our hiring process in below article:

https://careersatagoda.com/blog/how-we-hire-ceg/