Customer Experience Specialist - English & Mandarin (Kuala Lumpur, Malaysia)
Kuala Lumpur, Malaysia · Kuala Lumpur · Hybrid · Posted Oct 19, 2026
At a glance
- Workplace
- Hybrid
- Location
- Kuala Lumpur, Malaysia · Kuala Lumpur
About Agoda
- At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
- Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
- No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.
- 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.
About the role
- Delivers excellent customer service and manages the needs of guests and partners through communication channels such as phone, email, and messaging.
- Supports customers across a combination of Agoda products including hotels, flights, and activities while professionally handling a high volume of inquiries.
Responsibilities
- 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.
- Perform office-based administrative duties whenever required.
Requirements
- 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
Benefits
- Hybrid Work Model
- One-time WFH allowance
- Agoda staff discount on bookings
- Career development opportunities
- Supplemental medical & life insurance
- Employee well-being programs
Workplace
- Hybrid Work Model
