Support Associate

Responsibilities

• Deliver excellent customer service via phone, email, and live chat
• Manage inquiries for Agoda products including Hotels, Flights, and Activities
• Handle high volumes of inquiries from customers and partners professionally
• Meet individual KPIs and team performance goals
• Identify work process improvements and communicate them to leadership
• Maintain strict confidentiality of customer information
• Take ownership of operational issues, pricing, and invoice queries

Requirements

• Excellent command of spoken and written Japanese (JLPT N1 level)
• Business level proficiency in English
• Strong customer focus and desire to help others
• Ability to stay calm and professional under pressure
• Proficiency in problem-solving using guidelines and data
• Flexibility to work in 24/7 shift rotations (AM/PM/Midnight)
• Availability to work on weekends and public holidays

Preferred Qualifications

• Prior experience in customer support or contact centers
• Experience in travel, e-commerce, hospitality, or BPO
• Experience working with international customers
• Familiarity with CRM or ticketing systems

Benefits

• Competitive compensation with performance-based incentives
• Annual discretionary performance bonus
• Visa sponsorship and relocation support for eligible roles
• Health insurance and locally competitive benefits
• Agoda travel discounts and special accommodation rates
• Work from anywhere for up to 30 days per year
• Agoda Choice annual allowance of 2500 MYR after one year

About the Company

Agoda is part of Booking Holdings, a global travel platform that connects people to destinations and experiences worldwide through innovative technology and data-driven solutions.