H2 2026 Support Associate - Bahasa Malaysia (Kuala Lumpur)

Kuala Lumpur, Malaysia · Kuala Lumpur · Hybrid · Posted Oct 9, 2026

At a glance

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.

As a Support Associate in Kuala Lumpur supporting Bahasa Malaysia queries, you will deliver outstanding service to guests and partners via phone, email, and chat.
You will join a data-driven, fast-learning team that experiments, improves, and shares feedback openly while taking end-to-end ownership of booking issues.
The role offers a hybrid work model with primarily work-from-home arrangements and on-site collaboration days roughly 1 week out of every 8 weeks.

Deliver outstanding service to guests and partners via phone, email, and chat
Handle a high volume of inquiries and deliver accurate, timely resolutions
Take end-to-end ownership of booking issues (e.g. changes, cancellations, payments, and other customer queries)
Work towards achieving individual and team KPIs (e.g. quality, productivity, customer satisfaction, etc.)
Develop expertise across multiple Agoda product lines (e.g., Accommodation, Flights, Activities), with training to support different customer segments and services over time
Apply Agoda policies and procedures in a fair and consistent way
Collaborate with Team Leaders, Managers, and other teams to resolve complex or unusual cases
Safeguard customer data and maintain strict confidentiality at all times
Work rotational shifts (including mornings, evenings, and nights) to support a 24/7 global operation
Work on public holidays if required

Strong customer focus and a genuine desire to help others
Excellent spoken and written English skills
Ability to stay calm, accurate, and professional under pressure
Good problem-solving skills, using guidelines and data to make decisions effectively
Flexibility to adapt to new tools, processes, and feedback
Ability to manage time and priorities in a fast-paced, high-volume environment
Reliability, integrity, and a positive, collaborative attitude

Prior working experience in customer support, contact center, or service roles
Experience in travel, e-commerce, hospitality, or BPO is a plus
Experience working with international customers or partners
Familiarity with contact center, CRM, or ticketing systems
Additional language skills beyond the core required languages for the role if any

Competitive compensation with performance-based incentives
Annual discretionary performance bonus
Health insurance and other locally competitive benefits
Agoda travel discounts and special rates on accommodation and related products
Work from anywhere for up to 30 days per year
Structured training, coaching, and clear performance metrics
Opportunities to grow your career within the Customer Experience Group or across Agoda

Hybrid work model with primarily work-from-home and on-site collaboration days roughly 1 week out of every 8 weeks