Senior Support Specialist - English (Kuala Lumpur)

Our Purpose – Bridging the World Through Travel 

We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness. 

We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone. 

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. 

 

Get to Know Our Team 

At Agoda, we believe that the world is better when people can travel more freely, explore new places, and experience new things. Our Customer Experience Group (CEG) is at the heart of that mission, making sure every traveler feels taken care of, no matter where their journey takes them. 

This team plays a unique and vital role within CEG: we step in at exactly the right moments when a customer needs extra care, when the experience starts to go off track, or when there's an opportunity to turn things around before frustration builds. This team is also the trusted voice customers hear when they need us most, helping them find the right way forward and stepping in personally on the moments that matter. We don't stop at fixing the moment, we dig deeper, uncover what caused the issue in the first place, and work hand-in-hand with teams across the business to make sure it doesn't happen again. It's meaningful, high-impact work that directly shapes how millions of travelers experience Agoda. 

 

The Opportunity 

This is an exciting opportunity to be part of the intervention team from day one. As a Senior Support Specialist, you'll report directly to a Team Manager and take over cases where customers have had a difficult or frustrating experience, before the situation grows any further. 

You are the trusted voice customers hear when they need us most. You'll read early signs of frustration, take ownership of the case, and work toward a resolution that puts things right for the customer. You'll be the go-to expert for colleagues on cases that need extra care, with the authority to negotiate outcomes and approve policy exceptions within defined boundaries. You'll also help us understand why things went off track, so we can fix the root cause as well as the customer's issue. This role is ideal for experienced customer service professionals who care deeply about customers and enjoy turning difficult situations around.  

This role operates on a 24/7 schedule, so you'll work in rotating shifts, including nights, weekends, and public holidays. Based in Kuala Lumpur, this role is open to both local and international candidates, and we offer a relocation package to help the right person make Kuala Lumpur home. 

 

 In This Role, You Will:

• Win Back Trust: Take over cases when a customer's experience starts to go off track, based on defined criteria, and turn it around before the situation worsens. 

• Own the Case End to End: Take full ownership of each case from the moment you take it over until it is resolved, always putting yourself in the customer's shoes to find the right outcome 

• Read the Signals: Recognize early signs of customer frustration and respond with empathy and clarity before the situation intensifies. 

• Use Your Authority Well: Be the go-to expert for cases that need extra care. Advise colleagues, negotiate resolutions, and approve policy exceptions within defined guidelines, using sound judgment so customers get the right outcome quickly. 

• Support Across Our Products: Handle cases across Agoda's range of travel products, such as hotels, flights, and activities, after training. 

• Communicate With Care: Handle calls, chats, and emails with empathy, clarity, and professionalism, including customer contacts that need extra care. 

• Keep Cases Moving Across Shifts: Hand over and pick up cases with clear, complete notes so customers never have to repeat themselves. 

• Handle Information with Integrity: Always maintain the confidentiality of customer information and apply policy exceptions fairly and consistently. 

• Dig Into Root Causes: Document what you see, flag patterns and trends, and share insights with your Team Manager and partner teams so the same issues don't happen again. 

• Deliver Results with Quality: Meet individual and team goals, and uphold standards for quality, timeliness, accuracy, and compliance in every case and every record. 

• Grow Together: Share best practices, support colleagues and new joiners, and help test and refine new ways of working. 

• Stay Agile: Thrive in a fast-moving, evolving environment, adapting as processes and priorities develop. 

• Champion Our Values: Uphold the highest standards of compliance and bring Agoda's mission and values to life every day. 

What You'll Bring:

• Business-level proficiency spoken and written in English

• Experience in customer service, contact center, or service recovery, handling difficult or frustrating situations with empathy and sound judgment 

• Comfort making decisions and negotiating resolutions within policy boundaries 

• Ability to read customer signals early and act before situations intensify 

• Strong critical thinking and problem-solving skills, with great attention to detail