# Support Associate - English (Kuala Lumpur)

**Company**: Agoda
**Location**: Kuala Lumpur
**Work arrangement**: hybrid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Hospitality

**Apply**: https://job-boards.greenhouse.io/agoda/jobs/8118822?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_92dfd7d2-1df

## Description

At Agoda, we bridge the world through travel. Our story began in 2005, and today we are part of Booking Holdings with a diverse team of over 7,000 people from 90 countries.

As a Support Associate in Kuala Lumpur, supporting English queries, you will:

- 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, and other customer queries)

- Work towards achieving individual and team KPIs (e.g. quality, productivity, customer satisfaction, etc.)

- Develop expertise 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 and maintain strict confidentiality at all times

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

- You may be required to work on public holidays.

Enjoy Agoda’s Hybrid work model, i.e. primarily work-from-home, with on-site collaboration days roughly 1 week out of every 8 weeks.

Core Skills and Competencies:

- 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 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 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

## Skills

### Required
- customer focus
- English skills
- problem-solving
- adaptability
- time management
- reliability

### Nice to have
- prior customer support experience
- travel industry experience
- language skills
- contact center experience

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/agoda/jobs/8118822?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)