Support Associate (English) · Kuala Lumpur

Agoda is a digital travel platform connecting millions of travelers with hotels, vacation rentals, and flights across the globe.

Key Responsibilities

• Handle inbound and outbound communication with English-speaking customers and partner properties.
• Assist travelers with reservations, payment verifications, cancellations, and special booking requests.
• Provide prompt and professional resolution to travel disruptions, billing inquiries, and service feedback.
• Adhere to customer support response time targets and quality assurance benchmarks.
• Document customer interactions and solutions accurately in internal ticketing platforms.
• Liaise with hotel partners globally to resolve guest accommodation issues or check-in complications.
• Escalate urgent customer complaints to relevant senior support or emergency teams.
• Maintain thorough knowledge of travel policies, partner terms, and platform features.
• Participate in ongoing training sessions to enhance product knowledge and service delivery.
• Collaborate with cross-functional support teams to ensure cohesive customer experiences.