Support Associate - Japanese S · Bengaluru

Agoda is a global online travel platform connecting travelers to millions of hotels, flights, and accommodations worldwide. This role is part of the Customer Support Team providing 24/7 assistance to Japanese-speaking customers.

Key Responsibilities

• Provide exceptional customer support in Japanese and English via phone, email, and chat.
• Handle customer inquiries, booking changes, cancellations, and escalations promptly.
• Maintain high service standards and adhere to team response time and resolution benchmarks.
• Troubleshoot customer booking issues and coordinate with hotel partners directly.
• Document all customer interactions accurately within the internal CRM system.
• Identify and escalate complex or recurring issues to senior team members.
• Collaborate with international teams to deliver seamless cross-border travel support.
• Adhere to operational schedules including night shifts, weekends, and public holidays.
• Participate in ongoing training and quality assessment programs to enhance service delivery.
• Provide feedback on customer experience and platform usability to support continuous improvement.