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

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.  

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 16 languages. No matter the issue, we present the best of Agoda’s values to each and every customer with multiple support channels and a strong desire to serve. Certainly, doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support. 

As a Support Associate in Yokohama, Japan, supporting Japanese with 24/7 shift, you will: 

• Build strong problem-solving and communication skills that open doors to many future roles 

• Support customers and partners from multiple countries and cultures, gaining truly global experience 

• Join a data-driven, fast-learning team that experiments, improves, and shares feedback openly 

• Deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email, and live chat).

• Required to support combination of Agoda products (Hotel, Flights, Activities and more) to support the business needs after being trained for required skills.

• Professionally handle high volume of inquiries from customers and partners. 

• You will be accountable for meeting individual (KPIs) and team goals.

• Understand and deliver business strategies and improve customer services through the execution of self-service.

• Continuously identify work process improvements and communicate to Team Leaders and (or) Manager.

• Perform office-based administrative duties whenever required.

• Must demonstrate high degree of integrity and confidentiality – Maintain confidentiality of customer information at all times.
  
  
• Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries et

• Work rotational shifts (including mornings, evenings, and nights) to support a 24/7 global operation 

• As part of a rotating shift schedule, you’ll occasionally work weekends and public holidays, planned in advance with your team 

• Enjoy Agoda’s Hybrid work model, i.e. primarily work-from-home, with on-site collaboration days roughly 1 week out of every 8 weeks (details may vary by location) - 

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.