About Agoda

At Agoda, we connect the world through travel. Established in 2005 by two friends passionate about travel, Agoda aims to simplify exploration for everyone.

Now part of Booking Holdings [NASDAQ: BKNG], our diverse team of over 7,000 from 90 countries works globally to connect people with destinations and experiences through our extensive offerings of hotels, flights, and activities.

Every day at Agoda is unique, driven by data and technology that fuel our curiosity and innovation. If you’re ready to embark on a fulfilling journey and help shape the future of travel, we invite you to join us.

Our Purpose – Bridging the World Through Travel

We believe travel enriches lives, fostering empathy and understanding among cultures. Our diverse and skilled team is united by a passion to make a positive impact, leveraging innovative technologies and partnerships to make travel accessible and rewarding.

Get to Know Our Team:

Agoda’s Customer Support Team recognizes the dynamic nature of travel, providing real-time assistance in 16 languages, 24/7. Our specialists go beyond basic inquiries, actively seeking ways to enhance customer experiences and collaborating to tackle challenges. This approach has led to the development of effective products that drive Agoda’s performance. Our team plays a vital role in delivering exceptional customer support, focused on efficiency and satisfaction.

The Opportunity:

As a Support Associate in Kuala Lumpur for the Japanese market, you will:

• Develop strong problem-solving and communication skills, paving the way for future opportunities.
• Support customers and partners from diverse backgrounds, gaining valuable global experience.
• Join a fast-learning, data-driven team that embraces experimentation and improvement.

In This Role, You Will:

• Provide outstanding customer service, addressing the needs of guests and partners through various channels (phone, email, live chat).
• Support a range of Agoda products (Hotels, Flights, Activities, etc.) after receiving necessary training.
• Handle a high volume of inquiries professionally and efficiently.
• Meet individual and team performance goals (KPIs).
• Execute business strategies and enhance customer service through self-service initiatives.
• Identify process improvements and communicate them to Team Leaders or Managers.
• Perform administrative duties as needed.
• Maintain confidentiality of customer information at all times.
• Take ownership of customer issues, including operational and pricing inquiries.

Core Skills And Competencies:

• Strong customer focus and genuine desire to assist others.
• Excellent spoken and written Japanese and English (Japanese: JLPT N1, English: business level).
• Ability to remain calm and professional under pressure.
• Good problem-solving skills, utilizing guidelines and data effectively.
• Flexibility to adapt to new tools and feedback.
• Time management skills in a fast-paced environment.
• Reliability, integrity, and a positive, collaborative attitude.
• Willingness to work shifts (including evenings, weekends, and public holidays) to maintain 24/7 service levels.

Nice to Have:

• Previous experience in customer support, contact centers, or service roles.
• Experience in travel, e-commerce, hospitality, or BPO is advantageous.
• Familiarity with contact center, CRM, or ticketing systems.
• Additional language skills beyond the core requirements are a plus.

Why Agoda:

• Competitive salary with performance-based incentives.
• Annual discretionary performance bonus.
• Visa sponsorship and relocation support for eligible roles.
• Health insurance and other locally competitive benefits.
• Agoda travel discounts and special accommodation rates.
• Work from anywhere for up to 30 days per year.
• Annual allowance of 2500 MYR after one year of employment.
• Structured training, coaching, and clear performance metrics.
• Opportunities for career growth within the Customer Experience Group or across Agoda.
• An inclusive, international work environment where your ideas and feedback are valued.

Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.

Discover More About Working At Agoda:

Agoda Careers: https://careersatagoda.com Facebook: https://www.facebook.com/agodacareers/ LinkedIn: https://www.linkedin.com/company/agoda YouTube: https://www.youtube.com/agodalife

Equal Opportunity Employer

At Agoda, we celebrate diversity and are committed to creating an inclusive environment. Employment decisions are based on merit and qualifications without regard to sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran status, or any other legally protected characteristics.

We will retain your application for future vacancies and you can request to have your details removed at any time. For more information, please read our privacy policy.

Disclaimer

We do not accept unsolicited third-party submissions. If we receive unsolicited CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.