Support Associate - Mandarin & English (Kuala Lumpur, Malaysia)

Get to Know our Team 

Agoda’s Customer Support Team understands that travel can be an ever-changing environment. That is why we provide in-person, real-time help around the clock and in 38 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.  
 
In this Role, you'll get to:  

• Deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email, and messaging).
• Support customers across a combination of Agoda products (Hotel, Flights, Activities and more).
• Professionally handle a high volume of inquiries from clients and customers.
• Contribute to business strategies by improving customer service through self-service initiatives, participating in product experiments, providing feedback, and driving efficiency.  
• Continuously identify work process improvements.
• Maintain open communication with Team Leaders and Managers, including feedback, coaching, and alignment on performance goals. 
• Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc. 

 What you'll Need to Succeed: 

• An excellent command of spoken and written English & Mandarin
• Customer service skills – Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills.
• Excellent listening skills, critical-thinker with attention to detail.
• Minimum typing speed of 35 words per minute
• Willingness to work on 24/7 rotating shifts as per business requirements including on public holidays, and weekends as applicable.
• Ability to work independently as well as in a team environment  
• Demonstrate a high degree of integrity and confidentiality
• Ability to operate in a fast-paced work environment 
• Perform office-based administrative duties whenever required. 

It's Great if you also have: 

• Prior experience of working in customer/partner facing roles for at least a year.
• Written and spoken proficiency in Cantonese  

What we offer:  

• A highly diverse, multicultural work environment  
• Hybrid Work Model (along with a one-time WFH allowance)  
• Agoda staff discount on bookings
• Career development opportunities
• Supplemental medical & life insurance
• Employee well-being programs  

You can read more about our hiring process & explore Agoda's Customer Experience Specialist /Support Associate Roles in below article:

https://careersatagoda.com/blog/how-we-hire-ceg/
https://careersatagoda.com/department/customer-support-associates/