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 13 reviews for Kuala Lumpur
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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
    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
    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
    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
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