Description
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.
As a Support Associate in Kuala Lumpur, supporting Japanese language with 24/7 shift, 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 excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email, and live chat)
- Support a combination of Agoda products (Hotel, Flights, Activities and more) to support the business needs after being trained for required skills
- Professionally handle a high volume of inquiries from customers and partners
- Be accountable for meeting individual (KPIs) and team goals
- Understand and deliver business strategies and improve customer services through the execution of self-service
- Continuously identify work process improvements and communicate to Team Leaders and/or Managers
- Perform office-based administrative duties whenever required
- Demonstrate a high degree of integrity and confidentiality – maintain confidentiality of customer information at all times
- Take ownership of issues and concerns of customers, including operational issues, pricing/invoice queries etc.
Core Skills and Competencies:
- Strong customer focus and a genuine desire to help others
- Excellent command of spoken and written Japanese and English (For Japanese, at least JLPT N1 level. For English, business level)
- 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
- Willing to work in shift rotations (am/pm/midnight shift) to ensure we have 24/7 service levels
- Able to work on public holidays and weekends
Why Agoda:
- Competitive compensation with performance-based incentives
- Annual discretionary performance bonus
- Visa sponsorship and relocation support for eligible roles and locations
- 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
- Agoda Choice annual allowance of 2500 MYR after one year of employment
- 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