Support Associate- Japanese Speaker 24/7 (Yokohama, requires relocation to Yokohama)

The role

Support Associates deliver customer service to guests and partners via phone, email, and live chat. They support Agoda products including hotels, flights, and activities.

What you will do

• Deliver customer service through phone, email, and live chat.
• Support Agoda products such as Hotel, Flights, and Activities.
• Handle high volume of inquiries from customers and partners.
• Meet individual KPIs and team goals.
• Execute business strategies and improve customer services through self-service.
• Identify work process improvements and communicate to leaders.
• Perform office-based administrative duties.
• Maintain confidentiality of customer information.
• Take ownership of customer issues including pricing and invoice queries.

Required qualifications

• Japanese at native level or JLPT N1 level.
• English B1 level.
• Ability to work rotating shifts including mornings, evenings, and nights.
• Able to work on public holidays and weekends.
• Ability to stay calm, accurate, and professional under pressure.
• Good problem-solving skills.
• Ability to manage time and priorities in a fast-paced environment.
• Reliability, integrity, and a positive, collaborative attitude.

Nice to have

• Prior working experience in customer support, contact center, or service roles.
• Experience in travel, e-commerce, hospitality, or BPO.
• Experience working with international customers or partners.
• Familiarity with contact center, CRM, or ticketing systems.
• Additional language skills beyond the core required language.

Benefits

• Competitive compensation with performance-based incentives.
• Annual discretionary performance bonus.
• Health insurance and other locally competitive benefits.
• Agoda travel discounts and special rates.
• Work from anywhere for up to 30 days per year.
• Work from Home allowance up to 50,000 yen.
• Agoda Choice annual allowance of 150,000 yen after one year.
• Structured training, coaching, and clear performance metrics.
• Opportunities to grow career within the Customer Experience Group or across Agoda.

Before you apply

• Visa sponsorship and relocation support for eligible roles and locations.

About the company

Agoda is part of Booking Holdings with a diverse team of over 7,000 people from 90 countries. They connect people to destinations and experiences through hotels, flights, and experiences worldwide.