The Opportunity:

As a Support Associate 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.

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

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

Support Associate – Mandarin & Cantonese (Kuala Lumpur)