Integrating ‘Sejahtera’: A Holistic Approach at Agoda

Abstract

The case describes a practical approach adopted by a young Customer Service Specialist, Amalina Basir at Agoda, one of the world’s fastest growing online travel agencies. With a humble start in 2018 as a frontliner who managed calls, emails, and expectations between customers and their bookings, Amalina developed her career at Agoda. In 2021, Amalina was promoted as a Knowledge Management Specialist. Amalina often faced a compelling dilemma to find balance between giving the best services to the customers and maintaining the company’s best practices. Guided by an indigenous Malay concept of ‘sejahtera’, Amalina navigated her budding journey at Agoda in a holistic and balanced manner. Amalina’s ‘sejahtera’ principle was enhanced when she enrolled in an elective course on ‘Sejahtera Leadership’ during her studies in part-time Master of Business Administration (MBA) at the International Islamic University Malaysia (IIUM). Sejahtera Leadership taught Amalina to give a holistic view on the ten interconnected elements (i.e., SPICES) and find balance between the elements towards achieving a ‘sejahtera’ state and sustainable services in online travelling business.