Support Associate - Mandarin & English (Kuala Lumpur, Malaysia)
Agoda · Kuala Lumpur, Malaysia
Full-timehybridentryCustomerCustomer Service
รายละเอียดงาน / Description
Based in Malaysia, this position provides multi-channel assistance to travelers and accommodation partners using both Mandarin and English. Specialists manage day-to-day inquiries related to bookings, flights, and billing through phone, email, and chat systems. Team members also help evaluate customer feedback and take part in initiatives to improve workflows and overall service delivery across global travel products.
หน้าที่ความรับผิดชอบ / Responsibilities
- Deliver prompt customer service to guests and partners across phone, email, and messaging channels
- Assist users across various travel offerings including accommodations and flights
- Manage large volumes of customer inquiries and operational cases professionally
- Help drive service optimizations, participate in trials, and supply operational feedback
- Resolve customer disputes, booking modifications, and billing or invoicing questions
- Coordinate regularly with leadership regarding performance targets and workflow enhancement
คุณสมบัติ / Qualifications
- Fluency in written and verbal Mandarin and English
- Strong customer orientation, empathy, patience, and clear phone presence
- Typing efficiency of at least 35 words per minute
- Flexibility to work 24/7 rotational shifts, covering weekends and holidays
- Capacity to handle fast-paced operations both independently and collaboratively
- Sound judgment, high confidentiality, and critical problem-solving skills
ทักษะที่ต้องการ / Required skills
- Mandarin
- English
- Customer Support
- Typing Speed
- Problem Solving
- Communication Skills
ทักษะเพิ่มเติม / Nice to have
- Cantonese
- Customer Service Experience
สวัสดิการ / Benefits
- Multicultural and diverse work atmosphere
- Hybrid working arrangements with initial remote work stipend
- Exclusive employee discounts on travel bookings
- Supplemental medical and life insurance coverage
- Structured career advancement paths
- Dedicated employee wellness initiatives