Senior Support Specialist - English (Kuala Lumpur)

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings, with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe.

The Customer Experience Group (CEG) is at the heart of that mission, making sure every traveler feels taken care of, no matter where their journey takes them. This team plays a unique and vital role within CEG: we step in at exactly the right moments when a customer needs extra care, when the experience starts to go off track, or when there's an opportunity to turn things around before frustration builds.

As a Senior Support Specialist, you'll report directly to a Team Manager and take over cases where customers have had a difficult or frustrating experience, before the situation grows any further. You are the trusted voice customers hear when they need us most. You'll read early signs of frustration, take ownership of the case, and work toward a resolution that puts things right for the customer.

Responsibilities:

• Take over cases when a customer's experience starts to go off track, based on defined criteria, and turn it around before the situation worsens.
• Take full ownership of each case from the moment you take it over until it is resolved, always putting yourself in the customer's shoes to find the right outcome.
• Recognize early signs of customer frustration and respond with empathy and clarity before the situation intensifies.
• Be the go-to expert for cases that need extra care. Advise colleagues, negotiate resolutions, and approve policy exceptions within defined guidelines, using sound judgment so customers get the right outcome quickly.
• Handle cases across Agoda's range of travel products, such as hotels, flights, and activities, after training.
• Handle calls, chats, and emails with empathy, clarity, and professionalism, including customer contacts that need extra care.
• Hand over and pick up cases with clear, complete notes so customers never have to repeat themselves.
• Maintain the confidentiality of customer information and apply policy exceptions fairly and consistently.
• Document what you see, flag patterns and trends, and share insights with your Team Manager and partner teams so the same issues don't happen again.
• Meet individual and team goals, and uphold standards for quality, timeliness, accuracy, and compliance in every case and every record.
• Share best practices, support colleagues and new joiners, and help test and refine new ways of working.
• Thrive in a fast-moving, evolving environment, adapting as processes and priorities develop.
• Uphold the highest standards of compliance and bring Agoda's mission and values to life every day.

Requirements:

• Business-level proficiency spoken and written in English.
• Experience in customer service, contact center, or service recovery, handling difficult or frustrating situations with empathy and sound judgment.
• Comfort making decisions and negotiating resolutions within policy boundaries.
• Ability to read customer signals early and act before situations intensify.
• Strong critical thinking and problem-solving skills, with great attention to detail.
• Comfort using data and tools to track cases and spot trends.
• The ability to stay calm and accurate under pressure and adapt to changing priorities.
• Working knowledge of, or experience in, travel-related operations.
• Willingness to work rotating shifts (morning, afternoon, and night), including weekends and public holidays.
• Based in or willing to relocate to Kuala Lumpur.

Nice to Have:

• Experience as a senior agent or in a service recovery, escalation, or specialist team.
• Experience working in travel, e-commerce, or fintech.
• Additional language skills.

Benefits:

• 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 to 30 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.