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