Welcome to our Ask an Agodan series, where we bring you closer to the people powering our global team. At Agoda, we’re building a community of innovators and problem-solvers to bridge the world through travel. This series will give you an exclusive glimpse into how we make it happen. In our previous editions, we covered moving to Bangkok for work, landing a Tech job at Agoda, and what it’s like to work in our Tech team.
Today, we’re excited to introduce Shu Ling Kong, a Talent Acquisition Partner who started her journey as a Customer Experience Specialist at Agoda. Based in Kuala Lumpur, Shu Ling and her team find exceptional talent to join Agoda’s Customer Experience Group (CEG), which provides real-time assistance in 18 languages. Our Customer Experience team aims to provide Agoda’s customers and partners with peace of mind whenever needed.
We invited you to send in your questions about getting a Customer Experience role at Agoda, and now we’re back with Shu Ling answers. Thank you to everyone who sent in questions! Be sure to follow our social media channels to stay in the loop about future editions of Ask an Agodan, where you’ll have more chances to connect with our talented team and get your questions answered.
Preparing for the Hiring Process
You asked: How challenging is it for someone from Europe, without a tech background but with experience in management, consulting, project management, recruitment, and a master’s degree in psychology, to build a long-term career at Agoda with a goal of working in Asia?
At Agoda, we believe in hiring talent from all disciplines and walks of life, as we believe that diversity of thought drives innovation and makes us better at our jobs. Your unique experiences in management, consulting, project management, recruitment, and psychology are valuable assets, and they’re more than welcome in our team.
We employ thousands of talented professionals across various fields, including IT, Business Development, People, and Customer Experience. With over 25 offices worldwide—including hubs in Singapore, Malaysia, and Japan—our global presence makes it easier than ever to pursue a career in Asia.
We’re proud to host a multicultural team representing over 90 nationalities, with more than 1,500 expats relocating to join our vibrant Bangkok office—the largest in our network. For international talent, Agoda offers comprehensive visa and relocation support, ensuring a smooth transition to your new home.
Once you’re part of Agoda, the journey doesn’t stop there. We foster a culture of continuous learning and growth. Many Agodans celebrate over 10 or even 20 years with us, thriving in an environment that supports both expertise-building and internal mobility opportunities. Whether you aim to deepen your skills in a specific field or explore new roles within the company, Agoda provides the resources and encouragement to help you achieve your goals.
Your unique background is not a barrier—it’s an opportunity to contribute and grow at Agoda. If you’re ready to take the next step in your career, we’re here to support you every step of the way.
You asked: What are the best tips for successfully navigating Agoda’s hiring process?
Start your dream by submitting your application. Each position has a unique hiring process, but in general, our hiring process involves four main stages: application, interview, assessment, and offer.
You’ll also find lots of helpful resources on navigating the hiring process on our Careers website.
- How We Hire: A Guide to Agoda’s Hiring Process
- All about hiring assessments at Agoda
- 5 Interview Tips from Agoda’s Top Interviewers
- Tackling Tricky Interview Questions
You asked: Could you explain the type of resume you expect for Customer Service roles?
There’s no one-size-fits-all for resumes. It’s beneficial to tailor your resume to the specific job. For example, if you are interested in applying for a Customer Service (Japanese speaking) role, it would be advantageous to include your Japanese language proficiency level, relevant work or project experience, and skill sets.
You asked: What opportunities do you have in the Customer Experience Group?
In our Customer Experience Group, we offer multiple exciting opportunities in different languages, levels, and locations. These may vary from Customer Experience Specialist, Customer Experience Team Manager, Project Manager, Senior WFM Manager, to Associate Director.
Visit the Vacancies page to explore our latest job opportunities.
You asked: What specific experiences or skills do you look for in applicants for a Customer Service position?
At Agoda, our core values drive everything we do, shaping how we collaborate and deliver outstanding results. For a Customer Service position, we value excellent communication, active listening, problem-solving, empathy, and adaptability as key skills for success. But do you need prior Customer Service experience to thrive in this role? Absolutely not!
While previous experience in Customer Service can be a bonus, it’s by no means a requirement. Many of our team members have come from diverse backgrounds, including fresh graduates and professionals from unrelated fields – myself included! With the right mindset, a passion for learning, and a dedication to providing exceptional customer experiences, you can build a rewarding career with us.
Understanding the Required Skills
You asked: I don’t have prior experience in Customer Service but am highly interested and motivated to work in this field. How can I increase my chances of being considered and advancing to the interview stage?
Your interest and motivation are great starting points! Here’s how you can turn that enthusiasm into a strong application and interview performance:
- Showcase Your Skills: Even without direct Customer Service experience, you likely have transferable skills like communication, problem-solving, or empathy. Carefully review the job description to identify the key responsibilities and requirements (such as language proficiency or soft skills), and tailor your resume to emphasize these strengths.
- Highlight Relevant Experiences: Think about roles or situations where you’ve demonstrated skills that align with Customer Service—such as handling difficult situations, collaborating with others, or managing tasks under pressure. These examples can help demonstrate your suitability for the role.
- Prepare for Success: Before the interview, familiarize yourself with common situational and behavioral questions used to assess Customer Service capabilities. Research best practices for excelling in this field and practice your answers to highlight how your skills and mindset align with Agoda’s values.
- Demonstrate Your Enthusiasm: Passion for the role and a proactive approach go a long way. Use your application and interview to show your eagerness to contribute, learn, and grow within the position.
By carefully tailoring your application and preparing thoroughly for the interview, you can position yourself as a strong candidate—even without prior experience. Good luck!
You asked: For someone who has worked in administration and wants to transition to Customer Service but feels their people skills need improvement, how should they prepare for this role? How does Agoda support employees in developing such skills?
Building people skills requires practice, self-awareness, and a genuine desire to connect with others. Start by enhancing your communication through active listening—focusing on understanding before responding—and expressing your thoughts clearly and confidently. Developing empathy is equally important; put yourself in others’ shoes and pay attention to verbal and non-verbal cues during interactions. Strengthen your conflict resolution abilities by addressing disagreements calmly and focusing on solutions that work for everyone.
At Agoda, we set you up for success from day one with comprehensive training that covers essential soft skills, system proficiency, and product knowledge. Our mentorship program connects you with experienced colleagues who offer guidance and feedback, while supportive managers and trainers are always available to help you grow. We also provide free access to Udemy, an online learning platform where you can study at your own pace.
Working at Agoda
You asked: What is a typical day like in Agoda’s Customer Experience team?
At Agoda, every day in Customer Experience is an opportunity to connect with travelers from all over the world and make a real difference in their journeys.
Here’s what a typical day might include:
- Providing exceptional support through phone, email, and live chat.
- Addressing and resolving customer inquiries and concerns with efficiency, empathy, and attention to detail.
- Working towards achieving individual key performance indicators (KPIs) and contributing to team goals.
- Implementing innovative business strategies to improve the customer experience.
- Upholding Agoda’s values by maintaining professionalism, confidentiality, and accountability in every interaction.
For instance, imagine a traveler stranded at midnight, unable to check into their reserved hotel while abroad. This is where our team truly shines, stepping in to resolve the issue swiftly and reassuring the customer that they’re not alone. Our mission is to provide peace of mind for both customers and partners, offering the support they need, precisely when they need it most.
Agoda’s diverse and collaborative environment amplifies the impact we make every day. With over 3,000 CEG team members spread across Thailand, Malaysia, Singapore, India, Hungary, Japan, Korea, China, and Indonesia, we work together to deliver a seamless experience for travelers worldwide.
You asked: What opportunities does Agoda provide for employees to explore different career paths, and how soon can they apply for these after joining?
At Agoda, we empower our employees to drive their own career development. Each year, hundreds of relocations and internal transfers occur. For example, secondment roles such as Project Manager, Customer Experience Team Manager, Team Captain, Instructional Designer, and more. You can think of secondments like internal internships within and across departments, giving Agodans the opportunity to temporarily transfer to other teams and gain exposure to new roles, skills, and experiences.
Different internal opportunities may have varying tenure requirements, ranging from at least six months to one year. We always encourage our employees to explore job ads on the internal job board for more exciting opportunities.
You asked: I worked in customer relations at Booking.com for over eight years and am curious about career growth at Agoda. Are there opportunities for skill development and transitioning into areas like Talent Acquisition?
That’s an exciting question, and one that’s close to my heart.
I’ve been at Agoda for about four years, joining during the pandemic, and my journey here has been full of growth and unexpected opportunities. I began as a Customer Experience Specialist, and after a year in that role, I felt a calling to step out of my comfort zone and try something new. I applied for a secondment in the Talent Acquisition team and was accepted!
During my secondment, I gained hands-on experience in sourcing candidates, screening applications, conducting interviews, and extending offers. I quickly discovered how fulfilling it is to connect talented individuals with the right opportunities. This realization sparked my passion for Talent Acquisition and solidified my desire to build a full-time career in this field.
Excitingly, in October of this year, I was promoted to Talent Acquisition Partner after three rewarding years as an Associate Talent Acquisition Partner. When I first joined Agoda, I never anticipated my career would take this trajectory, but I am incredibly grateful for the opportunities I’ve had to explore my passions and grow professionally.
Throughout my journey, I’ve received unwavering support and resources from my team and Agoda as a company. I’ve had every opportunity to challenge myself, learn new skills, and advance in my career.
What’s more, my story isn’t unique. Many colleagues from the Customer Experience Group have successfully grown their careers horizontally and vertically at Agoda, depending on their interests and aspirations. Whether it’s transitioning to new departments or taking on leadership roles, Agoda fosters an environment where your career growth is supported every step of the way.
If you’re passionate about skill development and exploring new areas like Talent Acquisition, Agoda offers plenty of opportunities to do just that. Your career journey is waiting, and we’re here to support you as you take the next step!
