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 Mandarin and/or Cantonese, 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).
• Required to support combination of Agoda products (Hotel, Flights, Activities and more) to support the business needs after being trained for required skills.
• Professionally handle high volume of inquiries from clients and customers across regions such as Hong Kong, Taiwan, and China.
• You will 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) Manager.
• Perform office-based administrative duties whenever required.
• Must demonstrate 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.

Why Agoda 

• Hybrid working arrangement (work from office 1 week in every 8 weeks)
• Strategic working location – Walking distance from public transportation hub
• Annual leave: Starting at 16 days (first year)
• EPF, SOCSO & EIS Contribution
• 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 

Job Requirements

 Core Skills and Competencies

• Strong customer focus and a genuine desire to help others
• Excellent command of spoken and written English & Mandarin (Cantonese speaking is an added advantage).
• 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

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
• Cantonese proficiency is an added advantage

Skills