Get to Know our Team 

Agoda’s Customer Support Team understands that travel can be an ever-changing environment. That is why we provide in-person, real-time help around the clock and in 38 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.  
 
In this Role, you'll get to:  

• Deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email, and messaging).
• Support customers across a combination of Agoda products (Hotel, Flights, Activities and more).
• Professionally handle a high volume of inquiries from clients and customers.
• Contribute to business strategies by improving customer service through self-service initiatives, participating in product experiments, providing feedback, and driving efficiency.  
• Continuously identify work process improvements.
• Maintain open communication with Team Leaders and Managers, including feedback, coaching, and alignment on performance goals. 
• Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc. 

 What you'll Need to Succeed: 

• An excellent command of spoken and written English & Mandarin
• Customer service skills – Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills.
• Excellent listening skills, critical-thinker with attention to detail.
• Minimum typing speed of 35 words per minute
• Willingness to work on 24/7 rotating shifts as per business requirements including on public holidays, and weekends as applicable.
• Ability to work independently as well as in a team environment  
• Demonstrate a high degree of integrity and confidentiality
• Ability to operate in a fast-paced work environment 
• Perform office-based administrative duties whenever required. 

It's Great if you also have: 

• Prior experience of working in customer/partner facing roles for at least a year.
• Written and spoken proficiency in Cantonese  

What we offer:  

• A highly diverse, multicultural work environment  
• Hybrid Work Model (along with a one-time WFH allowance)  
• Agoda staff discount on bookings
• Career development opportunities
• Supplemental medical & life insurance
• Employee well-being programs  

We are currently recruiting for a Smart Logistics Platform that provides one-stop logistics solutions specifically for online stores and SMEs. By integrating e-commerce support—including warehousing, packaging, and shipping—they have pioneered a Logistics SaaS (Software as a Service) model designed to make shipping as simple and seamless as booking a hotel.

Key Responsibilities:

• Architectural Leadership: Lead the construction and optimization of front-end and back-end services for cross-border e-commerce logistics SaaS products on cloud platforms, ensuring high scalability and availability.

• Core Development: Deeply involve in requirement analysis and architectural design; write core and complex module code while guiding team members through the development lifecycle.

• API Management: Responsible for the design and optimization of RESTful APIs to ensure efficient interaction between third-party logistics services and internal systems.

• Quality Assurance: Lead the development of testing architectures and quality assurance systems, including unit testing, API testing, automated testing, and static code analysis.

• Performance Optimization: Continuously optimize product performance to enhance system response speed, stability, and concurrent processing capabilities.

• Technical Standards: Drive the implementation of technical specifications, ensure code quality meets enterprise standards, and advocate for best practices within the team.

• Mentorship: Mentor and develop junior and mid-level engineers to elevate the overall technical capability and development efficiency of the team.

• Global Collaboration: Work closely with product teams in Hong Kong and globally, participating in technical reviews and cross-regional collaboration.

Job Requirements:

• Education: Bachelor’s degree or above in Computer Science or a related field.

• Experience: 7+ years of software development experience; expert proficiency in TypeScript, Node.js, and React. Proven track record in system architecture and high-performance services.

• Cloud & Infrastructure: Deep understanding of AWS cloud services and distributed architectures; familiar with Docker, containerization, and microservices.

• Database Management: Proficient in PostgreSQL design and optimization with experience in large-scale data processing.

• Problem Solving: Excellent system design and analytical skills, with the ability to lead technical roadmaps and resolve complex technical challenges.

• Soft Skills: Strong self-learning abilities, teamwork, and communication skills; able to collaborate effectively within a multinational team.

• Industry Context: Experience in Logistics, E-commerce, or SaaS industries is highly preferred. Possess business acumen to bridge the gap between technology and business needs.

• Language: Fluency in English is preferred for seamless communication within an international team environment.

We are recruiting for a smart logistics platform that provides one-stop logistics solutions, specifically catering to e-commerce stores and SMEs. By integrating e-commerce support such as warehousing, packaging, and shipping, they have implemented a logistics SaaS (Software as a Service) model, aiming to make shipping as convenient as booking a hotel.

Job Responsibilities:

• Comprehensive HR Management: Take full responsibility for HR management in the China region, with a primary focus on recruitment (technical, operations, customer service, etc.) to meet the company's rapid expansion needs in logistics technology.

• Recruitment Strategy: Formulate and execute recruitment strategies for China, optimize hiring processes, and manage various recruitment channels (BOSS Zhipin, Liepin, headhunters, universities, etc.).

• System Building: Establish and refine the company’s HR management systems, including recruitment, onboarding, training, performance management, compensation, and employee relations.

• Talent Development: Build the job grading system, drive talent reviews, and manage succession planning to ensure a sustainable talent pipeline.

• Personnel Operations: Manage labor contracts, attendance, compensation, and benefits to ensure compliance and standardized processes.

• Corporate Culture: Lead the building of corporate culture, promote team atmosphere and core values, and enhance employee sense of belonging and cohesion.

• Data Analysis: Regularly perform recruitment and HR data analysis, generating reports to provide decision support for senior management.

Job Requirements:

• Education: Bachelor’s degree or above; majors in Human Resources Management or Business Administration are preferred.

• Experience: 5+ years of HR experience; experience in Internet, cross-border e-commerce, or logistics tech companies is highly preferred.

• Recruitment Expertise: Familiar with the full recruitment life cycle and various channels; capable of independently managing key hires and leading a team.

• Legal Knowledge: Proficient in labor laws and regulations, with solid experience in personnel management and organizational development (OD).

• Competencies: Excellent communication and coordination skills, strategic thinking, and a result-oriented mindset. Must be able to drive results in a high-growth startup environment.

• Language & Background: Proficiency in English/ Mandarin; experience working with cross-border teams is preferred.