About Agoda

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.  

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

Get to Know our Team: 

Agoda Finance supports the business not only through strong financial controls, but by actively protecting revenue and improving recovery outcomes at scale. Within Finance, the Chargeback team manages hotel-side payment disputes across the full dispute lifecycle, from initial chargeback through pre-arbitration and arbitration where applicable. The team operates at the intersection of payments, collections, partner operations, and process improvement, with a strong focus on case quality, recovery rate, and operational efficiency.

The Opportunity: 

We are looking for a Chargeback Senior Analyst to manage hotel dispute cases end to end, with a strong focus on maximizing recovery and improving chargeback win rate. This role is not limited to ticket handling. It requires strong judgment, high output, excellent written case construction, and a proactive mindset toward identifying and implementing improvements that increase team performance over time.

The ideal candidate is comfortable working in a high-volume, target-driven environment, can think clearly under pressure, and is able to identify the strongest recoverable argument in each case.  They should also be able not only to perform well individually, but also to contribute to team performance.

In this Role, you’ll get to: 

• Handle hotel chargeback cases across the dispute lifecycle, including chargeback, pre-arbitration, and arbitration support.
• Prepare concise, evidence-led dispute justifications designed to maximize recovery and reduce unnecessary escalation.
• Review supporting documents, identify the strongest recoverable angle in each case, and submit cases with a high standard of accuracy and completeness.
• Monitor case outcomes, track recovery status, and maintain accurate records of amounts, dates, actions, and dispute stages.
• Support internal stakeholder queries related to chargebacks.
• Analyze chargeback loss patterns, recurring merchant behaviors, and process gaps that negatively affect win rate.
• Identify opportunities to improve templates, handling logic, supporting document standards, reporting, and workflow efficiency.
• Independently drive improvement initiatives from problem identification through implementation, measuring results and adjusting based on outcome data.
• Support reporting, analysis, and performance reviews related to chargeback win rate, recovery trends, and operational quality.
• Collaborate with internal stakeholders across Finance, Supply, Operations, and related teams to resolve issues that affect recoverability and dispute quality.
• Contribute to a culture of ownership, operational discipline, and continuous improvement within the team.

What you’ll Need to Succeed:

• Strong analytical thinking and the ability to make sound decisions based on incomplete but relevant information
• Strong planning and prioritization skills, with the ability to manage workload efficiently and meet deadlines consistently
• Strong attention to detail and ability to spot inconsistencies in amounts, dates, policy terms, case records, and merchant responses
• High ownership mindset and comfort working independently in a fast-paced, goal-oriented environment
• Excellent written English, especially the ability to write clearly, concisely, and persuasively in a structured business context and to use the provided tools efficiently to support daily work
• Confidence working with data, trackers, and operational reports
• Solid Excel skills, including lookups, pivots, filtering, and working with structured datasets
• Ability to identify process weaknesses and propose practical improvements, not just execute existing workflows
• Strong problem-solving skills and a willingness to challenge weak assumptions or inefficient processes
• Professional stakeholder communication and the ability to handle difficult or ambiguous cases calmly

It’s Great if you have:

• 2-3 years of work experience in finance or related fields, ideally with some chargeback, payment systems or financial services overlap but not strictly necessary for this role.
• Aptitude to quickly learn about chargeback with the ability to optimize processes and contribute towards efficiency improvements over time.
• SQL and dashboarding skills are a plus but not strictly necessary

#thailand#bangkok#jakarta#malaysia#manila#philippines#India

Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.

Discover more about working at Agoda

• Agoda Careers https://careersatagoda.com
• Facebook https://www.facebook.com/agodacareers/
• LinkedIn https://www.linkedin.com/company/agoda
• YouTube https://www.youtube.com/agodalife

Equal Opportunity Employer 

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

Disclaimer

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.