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.
Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.
In this Role, you'll get to:
- 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.
What you'll Need to Succeed:
- 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
- Perform office-based administrative duties whenever required.
It's Great if you also have:
- Prior experience of working in customer/partner facing roles for at least a year.
- Written and spoken proficiency in Cantonese
What we offer:
- A highly diverse, multicultural work environment
- Hybrid Work Model (along with a one-time WFH allowance)
- Agoda staff discount on bookings
- Career development opportunities
- Supplemental medical & life insurance
- Employee well-being programs
Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.
Discover more about working at Agoda
- Agoda Careers https://careersatagoda.com
- Facebook https://www.facebook.com/agodacareers/
- LinkedIn https://www.linkedin.com/company/agoda
- YouTube https://www.youtube.com/agodalife
Equal Opportunity Employer
At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.
Disclaimer
We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.
Skills Required
- Excellent spoken and written English and Mandarin
- Customer service skills (attentiveness, empathy, patience, persuasion, telephone manners)
- Excellent listening skills, critical thinking, attention to detail
- Minimum typing speed of 35 words per minute
- Willingness to work 24/7 rotating shifts including public holidays and weekends
- Ability to work independently and in a team
- High degree of integrity and confidentiality
- Ability to operate in a fast-paced environment
- Office-based administrative duties as required
- Prior customer/partner facing experience (at least one year)
- Written and spoken proficiency in Cantonese
Agoda Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Agoda and has not been reviewed or approved by Agoda.
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Flexible Benefits — Flexible allowances like “Agoda Choice” are presented as customizable for health, learning, travel, fitness, or wellness, which can increase perceived value beyond base pay. Reimbursement-style options are also described as usable for a wide range of personal needs, from training to wellness expenses.
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Healthcare Strength — Health-related coverage is described as comprehensive, including medical and life insurance and, in some places, dental and vision. Mental-health and support resources such as an Employee Assistance Program and unlimited Headspace access are also highlighted.
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Wellbeing & Lifestyle Benefits — Hybrid/remote arrangements and a work-from-anywhere style program are positioned as benefits that support work-life balance. Travel-related perks such as employee discounts and automatic Platinum membership add lifestyle value for employees who use the platform.
Agoda Insights
What We Do
Agoda is transforming travel for millions of customers across the globe. Headquartered in Asia, Agoda is one of the world’s largest online travel platforms. Founded in 2005 and now part of Booking Holdings (Nasdaq:BKNG), Agoda has a network of over 2,900,000 properties worldwide. Our web and mobile products provide a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best deals for business and leisure travelers. Agoda employs over 7,000 professionals from 90 nationalities in locations around the globe. In every department – from engineering to customer experience – we provide an environment rich with creativity, collaboration, and experimentation, and the tools to work faster and smarter. At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great. For properties seeking partnership with Agoda, visit https://connect.agoda.com
