Taking applicationsVoice Support·Posted 14h ago
Support Associate ‑ English (Kuala Lumpur)
AgodaVerified company
Kuala Lumpur, Malaysia
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Kuala Lumpur, Malaysia
EnglishEntry level
About the role
A customer support role at Agoda in Kuala Lumpur answering guest and partner queries about bookings, payments and cancellations by phone, email and chat. It offers structured training, hybrid working with about one on-site week every eight weeks, and rotational 24/7 shifts.
What you'll do
- Handle guest and partner queries by phone, email and chat
- Resolve high volumes of booking issues end to end
- Meet individual and team KPIs on quality and satisfaction
- Learn multiple product lines such as Accommodation, Flights and Activities
- Apply Agoda policies fairly and consistently
- Escalate and resolve complex cases with Team Leaders and other teams
- Protect customer data and maintain confidentiality
- Work rotational shifts including nights and public holidays
What you'll need
- Excellent spoken and written English
- Strong customer focus
- Calm and accurate under pressure
- Good problem-solving using guidelines and data
- Flexibility to adapt to new tools and feedback
- Ability to prioritise in a high-volume environment
- Reliability, integrity and a collaborative attitude
Skills
Customer focusProblem-solvingSpoken and written EnglishCommunicationTime managementWorking under pressureCRM/ticketing systemsData confidentiality
Benefits
Health insurancePerformance bonusPaid trainingCareer growthTravel discountsWork from anywhere up to 30 days per yearFlexible hoursCompetitive compensation with incentives
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