--- title: 'Customer Experience Specialist - English & Mandarin (Kuala Lumpur, Malaysia) at Agoda' canonical: 'https://feeny.ai/job/customer-experience-specialist-english-mandarin-kuala-lumpur-malaysia-agoda-7ybxcas3dgdr' type: 'job' last_seen: '2026-11-08' --- # Customer Experience Specialist - English & Mandarin (Kuala Lumpur, Malaysia) at Agoda - **Company:** Agoda - **Location:** Kuala Lumpur, Malaysia - **Posted:** 2026-10-19 - **Last confirmed live:** 2026-11-08 - **Apply:** https://job-boards.greenhouse.io/agoda/jobs/8300224 ## Job description ## 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 You can read more about our hiring process & explore Agoda's Customer Experience Specialist /Support Associate Roles in below article: https://careersatagoda.com/blog/how-we-hire-ceg/ https://careersatagoda.com/department/customer-support-associates/ Please review our Hiring Process Guidelines before your interview — click [here](https://careersatagoda.com/interview/)to learn how interviewing at Agoda works. Discover more about working at Agoda - Agoda Careers [https://careersatagoda.com](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](https://careersatagoda.com/privacy-statement). 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. ## About Agoda ## Company Overview - **One-liner**: Agoda is a digital travel platform that helps travelers find great value deals on hotels, flights, and activities worldwide. - **Entity Type**: Public (subsidiary of Booking Holdings Inc., NASDAQ: BKNG) - **Headquarters**: Singapore - **Founded**: 2005 - **Founders**: Robert Rosenstein and Michael Kenny ## Core Business - Primary industry: Online travel and accommodation booking - Target customers: B2C (leisure and business travelers globally) - Mission/purpose: “Bridging the world through travel” – making travel easier, more affordable, and rewarding for everyone. ## Products & Services - **[Agoda.com / Agoda mobile app]**: Online travel agency (OTA) offering booking for hotels, homes, villas, flights, and activities. Available in 39 languages with 24/7 customer support. - **[Agoda Flights]**: Flight booking service launched in 2010. - **[Agoda Easy Cancel / Hygiene Plus]**: Products introduced during the pandemic to offer flexible cancellation and enhanced cleanliness information. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed separately; parent company Booking Holdings has a market cap of approximately $140+ billion (as of mid-2025). Agoda is a key growth engine within the group. - **Key Metric**: Over 7,000 employees; processes 1 trillion price checks daily; 2B+ user interactions captured daily; 12 PB of data processed monthly. - **Notable Investors/Partners**: Wholly owned by Booking Holdings (NASDAQ: BKNG). Partnerships with over 6 million hotels and holiday properties globally. - **Growth Signals**: Expanded to 27 markets; launched new products during COVID-19 (ASQ, Go Local, Easy Cancel); continues to hire aggressively across engineering, product, and analytics roles. ## Competitive Advantages - **Scale & Data**: Access to Booking Holdings’ global network and massive data pipeline (12 PB/month, 1 trillion price checks/day) enables real-time pricing optimization and personalization. - **Tech-First Culture**: Data-driven experimentation (1,000+ live experiments at any time), heavy use of GenAI, and a strong engineering focus. - **Asia Home Base**: Deep roots in Asia-Pacific with a large office in Bangkok, giving local market insights and cost advantages. - **Parent Support**: Backed by one of the world’s largest online travel companies, providing financial stability and cross-selling opportunities. ## Strategic Focus - **Growth through technology**: Continued investment in AI, machine learning, and experimentation to improve search, pricing, and user experience. - **Expanding product offerings**: Growing beyond accommodation into flights, activities, and domestic travel options. - **Sustainability**: Integrating sustainability initiatives into operations and offerings. - **Talent acquisition**: Actively hiring across multiple functions (engineering, product, data, marketing) to support global expansion. ## Why Work Here - **Culture**: Described as “data-driven to the core” with a focus on experimentation, ownership, and direct respect. Inclusive environment with 90+ nationalities represented. - **Flexibility**: Hybrid workplace balancing in-office and work-from-home days; employees can work from anywhere for up to 30 calendar days per year. - **Benefits**: Competitive perks, flexible benefits, relocation support for key roles, and recognition as an award-winning workplace (Fortune World’s Most Admired Companies 2025, TIME/Statista World’s Best Companies 2023, Forbes World’s Top Companies for Women 2023). - **Engineering & Analytics**: Strong emphasis on tech – 1,000+ live experiments, 12 PB data/month, and a “scientist” mindset across teams. Opportunities to work on massive-scale systems. - **Community**: Employee Resource Groups (ERGs) for belonging and inclusion; lively social events like AgodaFest. ## Sources 1. [agoda.com](https://www.agoda.com/about-agoda/) 2. [careersatagoda.com](https://careersatagoda.com/our-culture/) 3. [careersatagoda.com](https://careersatagoda.com/) 4. [job-boards.greenhouse.io](http://job-boards.greenhouse.io/agoda) 5. 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