Agoda
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    Agoda
    (103 reviews)
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    Company Reviews

    Working at Agoda

    4.1103 ratings in total
    5
    53
    4
    28
    3
    11
    2
    3
    1
    8
    99%
    Rate salary as high or average
    79%
    Employees recommend this employer to friends
    Work/Life balance
    3.7(103 ratings)
    Career development
    3.5(103 ratings)
    Benefits & perks
    4.0(103 ratings)
    Management
    3.4(103 ratings)
    Working environment
    4.1(103 ratings)
    Diversity & equal opportunity
    2.0(3 ratings)
    Ratings for Agoda are shared as-is from employees in line with our community guidelines

    Reviews

    Showing 103 reviews sorted by most recent
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    1.0
    Customer Experience Specialist
    Feb 2026
    Tun Razak Exchange Kuala Lumpur4 to 5 years in the role, current employee
    Previously employee-focused; recent changes increased workload and reduced clarity and growth
    The good thingsFlexible working arrangements, including work-from-home and a four-week remote working (work-from-anywhere) program.
    The challengesThe company previously offered a strong work–life balance under the former CEO, with clear job scopes, employee-centric policies, regular promotions, competitive bonuses, and consistent salary increments, including during the COVID period. After the appointment of a new CEO, notable organizational changes occurred. Job responsibilities became broader and less clearly defined, with frequent cross-functional support driven by operational and cost-efficiency needs. The focus shifted from quality to quantity, resulting in reduced bonuses, slower promotion opportunities, and increased workloads. Promotion and strategic role opportunities are perceived as less transparent and, at times, favoring individuals of the same race or nationality. Additionally, multiple layers of hierarchy and complex processes have slowed decision-making. Currently, retention is mainly influenced by supportive direct managers and work-from-home flexibility rather than long-term career growth or compensation.
    1 person found this helpful
    1.0
    Customer Experience Specialist - Flights
    Mar 2025
    Mid Valley City Kuala Lumpur9 to 10 years in the role, former employee
    Life was much better with the previous CEO. Current management is all about money and zero quality.
    The good thingsNothing much since the new management took office.
    The challengesThe new management had implemented new job scope changes that infringed on employee rights. Management is quick to add-on job functions without consultation with employees and without additional compensation. Management has a tendency to drive cost down by pushing out senior employees.
    3 people found this helpful
    3.0
    Customer Service Executive
    Dec 2024
    Kuala Lumpur City Centre Kuala Lumpur3 to 4 years in the role, former employee
    3 Years in Agoda, prefered previous CEO, enjoyed the work life when very first joined but after changed.. erm
    The good thingswork life balance, wfh
    The challengesnot too much opportunities, upper management need to improve
    2 people found this helpful
    5.0
    Customer Experience Specialist
    May 2023
    Kuala Lumpur1 to 2 years in the role, current employee
    Positive Environment
    The good thingsEveryone respects each other and is very diverse. The benefits and salary are great.
    The challengesAdapting to work pressure and a fast-changing environment
    2 people found this helpful
    5.0
    People Technology Coordinator
    Mar 2023
    Kuala Lumpur1 to 2 years in the role, former employee
    Working for Agoda in People Department
    The good thingsenvironment and vibe, inclusive and supportive
    The challengesvery fast pace, slow down the pace to make it less stressful
    5.0
    Customer service associate
    Sep 2022
    Kuala LumpurLess than 1 year in the role, current employee
    Good learning opportunity with positive multinational working environment exposure
    The good thingsWorking with international colleagues helps you to expand different knowledge and cultural differences which ensure better understanding on more work ethics and opinions. Working here also helps me learn to take ownership on each job assigned to me and improved my critical thinking with the equipped training provided. The staff perks and benefits are exceptional!
    The challengesvery high KPI that sometimes hard to achieve. Less opportunity for career development outside CS. Longer time to have opportunity for role shift unless you are able to reach above the expected KPI over less than a year.
    1 person found this helpful
    3.0
    Intern
    Jun 2022
    quite good and gained knowledge.
    The good thingsExperience and admin knowledge to apply in future.
    The challengesThe working hours where sometime exceed the office hours.
    5.0
    Customer service
    May 2022
    Kuala Lumpur1 to 2 years in the role, former employee
    Many benefits which cover the stressful work
    The good thingsThe benefits and the system at the workplace
    The challengesShift based job. Need to work on weekend and no fixed time.
    3.0
    Customer Experience Specialist
    Apr 2022
    Kuala LumpurLess than 1 year in the role, current employee
    High paying company.
    The good things-So many great benefits -Big pay -Beautiful and modern office setup -Friendly colleagues
    The challenges-Shifts -Demanding KPI -Strict time adherence (login to work, meals,breaks) -Too many escalations needed to settle an issue due to several partners and sop have to adhere. -Handling global market can be quite stressful (all nationality customers) -Need to be comfortable in handling all payment related processes and conversion. -The only help provided for newbie is through micros.Teams, but reply from the team captain is severely delayed due to mass hiring. And your time handling a case is calculated. -Agoda focuses on DSAT instead of CSAT. **Overall the job can be quite overwhelming. Otherwise all good.
    1 person found this helpful
    5.0
    Customer service
    Mar 2022
    Kuala LumpurLess than 1 year in the role, current employee
    Great culture and environment
    The good thingsgive full support if you're lacking of information in some areas, great culture and environment.
    The challengesIf you are anxious and easily stressed kind of person, Customer Service at Agoda might not be a perfect job for you.
    1 person found this helpful
    4.0
    Customer Specialist Agent
    Oct 2021
    Kuala LumpurLess than 1 year in the role, current employee
    Stressful job, beneicial company
    The good thingsThe company takes care of their employees
    The challengesMeeting the KPIs, the product knowledge is a lot to process
    5.0
    anything
    Jul 2021
    Negeri SembilanLess than 1 year in the role, current employee
    In Agoda i never have experience
    The good thingsBefore i work marketing sales
    The challengesBefore i working in Coway company
    1 person found this helpful
    4.0
    Customer service
    Jul 2021
    Kuala Lumpur1 to 2 years in the role, current employee
    Work like a robot. Overall is good.
    The good thingsWork life balance. Excellent working environment. Not encourage OT. Provide a lot benefit.
    The challengesVery high turnover rate and lead to new employees with around 1 year experience easily promote as a team leader. Team leaders are lack of experiences and qualifications.
    1 person found this helpful
    4.0
    Customer service specialist
    May 2021
    Malaysia3 to 4 years in the role, former employee
    Enjoyed working there
    The good thingsSystematic work and helpful team leader and colleagues
    The challengesCareer development opportunity and parking allowance to be increased.
    2.0
    Customer services
    Mar 2021
    Kuala Lumpur5 to 6 years in the role, current employee
    Employees not being taken care of
    The good thingsto be honest, none, it took me about 10-15 minutes to actually think what are the good things that the company has provided.
    The challengeswith the constant innovation of an IT world, it's very hard for the employees to keep up. plus, without an attractive salary or increment to match with the knowledge we need to comply, we will see many more employees being very demotivated.
    1 person found this helpful
    5.0
    Team Manager
    Jan 2021
    Kuala Lumpur5 to 6 years in the role, former employee
    Value performing staff
    The good thingsGood environment, good benefits, good colleagues, good system
    The challengesLow performer will suffers as the team is moving in fast pace, but strong performer will be recognized and rewarded in return
    1 person found this helpful
    5.0
    Customer Experience Specialist
    Aug 2020
    1 to 2 years in the role
    Too bad that it ended too soon
    The good thingsPerks, working environment, the colleagues, 5he office facilities
    The challengesShift change every month but usually get afternoon or evening shift. If you don't have own transport then it a challenge.
    5.0
    Customer Experience Specialist
    Aug 2020
    Less than 1 year in the role
    Best Company Ever!!!
    The good thingsThe team , the environment and the management all superb. Really helpful and make the job easy.
    The challengesWhen on public holiday the volume of work will skyrocket but other than that everything is fine.
    5.0
    Senior customer service executive
    Jul 2020
    1 to 2 years in the role, former employee
    Easy to understand on the work flow.
    The good thingsThe people who is helpful and friendly. Manageable workload and achievable daily task.
    The challengesShift rotation and rest days which seems off the agreed term. Annual leave approval.
    1 person found this helpful
    5.0
    Customer Experience Specialist
    Jul 2020
    1 to 2 years in the role
    Agoda, you rock! Still miss you though.
    The good thingsWorked with one of the best Team Managers, and was lucky enough to be a part of the wonderful MYKL Team.
    The challengesDealing with customers daily was already a challenge on its own, but getting retrenched... that was a kick in the nether regions. Still, no hard feelings whatsoever towards the company.
    5.0
    Customer service specialist
    Jul 2020
    Great environment and experience
    The good thingsThey really took care of the employees well and they paid attention to the employees' concern all the time.
    The challengesSometimes can be stressful but still its manageable
    5.0
    Customer Experience Specialist
    Jun 2020
    1 to 2 years in the role, current employee
    The best company I have worked with
    The good thingsImagine working with a loving, responsible and a very considerate employer. That's what working with Agoda is. Nothing short of amazing. They might not have the most generous benefit, but their responsibility towards you and the environment they have is to die for. They will take good care of you, this I can vouch personally. Looking forward to work with Agoda in the future.
    The challengesAs a very fast paced company, you can expect challenges, but it will quickly pass and you can always expect your superior to be with you in every challenge, so you will be completely fine.
    5.0
    Customer Service Specialist - Rocketmiles (HK)
    Jun 2020
    1 to 2 years in the role, current employee
    Great for fresh graduate!
    The good thingsOnce you get used to the procedures, it's actually quite easy to handle all the works. Meanwhile, before COVID-19, we used to have quarterly team outing to improve our team bonding, which I really enjoy it!
    The challengesChanges are quite fast here and ones need to adopt real quickly in order to catch up and to get better performance.
    1 person found this helpful
    3.0
    Customer service
    Jun 2020
    1 to 2 years in the role, current employee
    average normal day to day job
    The good thingslocation,average pay, office,international company
    The challengesmanagement issue, politics, will be better if higher management take a look on this matter
    5.0
    Customer Experience Specialist
    Jun 2020
    Less than 1 year in the role, current employee
    Customer Experience Specialist
    The good thingsGreat work mates and supportive managers, office is walking distance to Abdullah Hukum LRT.
    The challengesno comments from my end.
    4.0
    Customer Experience Specialist
    Jun 2020
    Less than 1 year in the role, current employee
    Good Company with good values
    The good thingsGood working hours, don't have to take work back home. Pay is ofcourse good and the company treats you with respect , and is very compassionate towards their employees.
    The challengesThe system rating the KPI can be flawed and some supervisors are not very helpful but that is a problem faced everywhere to some extent.
    1 person found this helpful
    5.0
    Customer Experience Support
    May 2020
    3 to 4 years in the role, former employee
    Great employee benefit
    The good thingsVariety Employee Benefits, Cool Working Environment, Great Co-worker
    The challengesNarrow Career opportunity, Bias Management
    5.0
    Customer Experience Specialist
    May 2020
    Less than 1 year in the role, current employee
    Agoda Worklife in a nutshell
    The good thingsThe management always willing to assist to grow you to the best you can with a lot of learning opportunity. The work culture is very supportive for each other and everyone is willing to help each other
    The challengesThe shift schedule is main contributor of stress, understanding accents of people all over the world is another struggle.
    1 person found this helpful
    5.0
    Customer Experience Specialist
    May 2020
    Less than 1 year in the role
    Best place i've ever work at
    The good thingsManagement was in order, salary was good and convenient workplace and helpful and friendly co-worker, feel very welcoming even if you're new hired Yearly bonus depending on how is your performance that year, make sure be the best among the best. Yearly increment and health insurance benefit was something people looking for a private company which Agoda provided.
    The challengesnothing to improve, just keep the good work and just make sure the coffee machine always in good working condition, that was the best thing to start your work day. If broken, it will spoil the mood a bit. :P
    5.0
    Customer Experience Specialist
    May 2020
    Less than 1 year in the role, current employee
    Innovative and passionate travel platform company
    The good thingsA great multiracial company with many opportunities to grow internally, great work environment, colleagues and superiors are all from well educated background with so much talent and passion. Good benefits, great travel platform and services offered to people around the world with continuous growth and improvement. Great leaders in the travel and tourism industry.
    The challengesNew setting and different as compare to legal firms that I was used to. But eventually, I learn to adapt and appreciate the work environment at Agoda. Performance measured by KPI metrics, not used to this as well but eventually able to learn and perform well accordingly.
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