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
- 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
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
