Support Associate – Thai (Bangkok)

Agoda is hiring a Support Associate based in Bangkok to join its Customer Support Team, providing in-person, real-time help to guests and partners in Thai and English across phone, email, and chat channels. The role involves handling a high volume of booking-related inquiries, taking end-to-end ownership of issues such as changes, cancellations, and payments, working rotational shifts on a 24/7 schedule, and collaborating with team leaders and other teams to resolve complex cases.

Candidates need native-level Thai and proficient English, strong customer focus, problem-solving skills, and the ability to stay professional under pressure. Prior customer support, contact center, or travel/e-commerce experience is a plus. The position follows a hybrid model, primarily work-from-home with on-site collaboration roughly one week out of every eight.

Deliver outstanding service to guests and coordinate with partners via phone, email, and chat

Handle a high volume of inquiries and deliver accurate, timely resolutions

Take end-to-end ownership of booking issues (e.g. changes, cancellations, payments, and other customer queries)

Work towards achieving individual and team KPIs (e.g. quality, productivity, customer satisfaction)

Work rotational shifts including mornings, evenings, nights, weekends and public holidays to support a 24/7 global operation

Native-level spoken and written Thai skills, and proficient in English

Strong customer focus and a genuine desire to help others

Ability to stay calm, accurate, and professional under pressure

Good problem-solving skills, using guidelines and data to make decisions effectively

Flexibility to adapt to new tools, processes, and feedback; ability to manage time and priorities in a fast-paced, high-volume environment

Online application form with screening questions, followed by interview process as described in Agoda's Hiring Process Guidelines