Support Associate – English & Mandarin

About the role

Join Agoda’s Customer Support Team in Foshan to provide real‑time assistance to guests and partners across multiple travel products. You will work on phone, email and messaging channels, handling a high volume of inquiries while contributing to service improvements.

Key responsibilities

• Deliver excellent customer service and manage customer needs through phone, email and messaging.
• Support customers across Agoda products such as hotels, flights, activities and more.
• Handle a high volume of inquiries from clients and customers.
• Contribute to business strategies by improving self‑service initiatives, participating in product experiments and providing feedback.
• Identify and implement work‑process improvements.
• Maintain open communication with team leaders and managers, including feedback and coaching.
• Take ownership of operational issues, pricing and invoice queries.

Required profile

• Excellent command of spoken and written English and Mandarin.
• Strong customer‑service skills: attentiveness, empathy, patience, persuasion and immaculate telephone manners.
• Excellent listening, critical‑thinking and attention to detail.
• Minimum typing speed of 35 words per minute.
• Willingness to work 24/7 rotating shifts, including public holidays and weekends.
• Ability to work independently and as part of a team.
• High degree of integrity and confidentiality.

What we offer

• A highly diverse, multicultural work environment.
• Hybrid work model with a one‑time work‑from‑home allowance.
• Agoda staff discount on bookings.
• Career development opportunities.
• Supplemental medical and life insurance.
• Employee well‑being programs.