Support Associate - English (Kuala Lumpur)
Agoda · Kuala Lumpur
Full-timehybridentryCustomerCustomer Service
รายละเอียดงาน / Description
Based in Malaysia, this role focuses on providing high-quality support to English-speaking guests and partners globally. You will address inquiries, manage reservation changes, and deliver solutions across various travel products via chat, phone, and email. The position offers a hybrid work structure operating on rotational shifts to sustain 24/7 coverage.
หน้าที่ความรับผิดชอบ / Responsibilities
- Assist global travelers and partners across phone, chat, and email channels
- Resolve booking modifications, cancellations, payment questions, and related issues
- Consistently hit performance targets covering service quality and customer satisfaction
- Gain proficiency across accommodation, flight, and activity product offerings
- Partner with team leads and adjacent teams to handle complex escalation cases
- Work rotating shifts covering day, evening, and night schedules including holidays
คุณสมบัติ / Qualifications
- Strong spoken and written English communication proficiency
- Customer-oriented mindset with strong problem-solving capabilities
- Ability to maintain composure and accuracy in high-volume, fast-paced settings
- Willingness to adapt to evolving digital tools, workflows, and constructive feedback
- Reliable work ethic with good time management and prioritization skills
ทักษะที่ต้องการ / Required skills
- English
- Customer Support
- Communication
- Problem Solving
- Time Management
ทักษะเพิ่มเติม / Nice to have
- CRM
- Ticketing Systems
- Contact Center Operations
- Hospitality
- Travel Industry Experience
สวัสดิการ / Benefits
- Competitive compensation package with performance-linked incentives
- Annual discretionary company performance bonus
- Comprehensive health insurance coverage
- Exclusive employee discounts on Agoda travel bookings and lodging
- Opportunity to work remotely from any location for up to 30 days yearly
- Structured training, professional coaching, and internal growth opportunities