Support Associate- 24/7 Japanese (Kuala Lumpur, requires relocation to Kuala Lumpur)

The role

You will deliver customer service to guests and partners through phone, email, and live chat. You will support Agoda products including hotels, flights, and activities.

What you will do

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

Required qualifications

• Excellent command of spoken and written Japanese (at least JLPT N1 level)
• Business level English
• Ability to stay calm, accurate, and professional under pressure
• Good problem-solving skills
• Ability to manage time and priorities in a fast-paced environment
• Willing to work in shift rotations (am/pm/midnight shift)
• Able to work on public holidays and weekends

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

• Performance-based incentives
• Annual discretionary performance bonus
• Visa sponsorship and relocation support for eligible roles and locations
• Health insurance and other locally competitive benefits
• Agoda travel discounts and special rates on accommodation and related products
• Work from anywhere for up to 30 days per year
• Agoda Choice annual allowance of 2500 MYR after one year of employment
• Structured training, coaching, and clear performance metrics

Before you apply

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

About the company

Agoda is part of Booking Holdings with a diverse team of over 7,000 people. The company connects people to destinations and experiences through travel.