Support Associate – Bahasa Mal · Bengaluru

Agoda is a leading travel platform connecting global travelers with accommodations, flights, and airport transfers.

Key Responsibilities

• Provide timely and accurate customer support in Bahasa Malaysia and English across chat, email, and phone.
• Resolve customer inquiries regarding booking reservations, cancellations, amendments, and refunds.
• Utilize internal CRM systems and booking management tools to update reservation statuses accurately.
• Maintain high customer satisfaction scores (CSAT) by delivering empathetic and professional service.
• Coordinate with hotel partners and property managers to facilitate guest requests and urgent inquiries.
• Escalate unresolved or complex issues to senior operations teams following established SOPs.
• Meet individual and team key performance indicators including response time and first-contact resolution.
• Document customer interactions and feedback accurately in ticketing systems.
• Stay updated on platform policies, partner cancellation terms, and product feature releases.
• Contribute to team knowledge sharing and customer service workflow improvements.