Support Associate (Gurgaon)

About Agoda

Agoda bridges the world through travel, making it easier for everyone to explore. Part of Booking Holdings, Agoda is a diverse team of over 7,000 people from 90 countries, connecting people to destinations and experiences with deals across millions of hotels, flights, and experiences. Data and technology fuel Agoda's culture of curiosity and innovation.

The Opportunity

As a Support Associate, you will support English and Hindi language customer queries, build strong problem-solving and communication skills, and gain global experience by supporting customers and partners from multiple countries and cultures. You will join a data-driven, fast-learning team that experiments, improves, and shares feedback openly.

In This Role, You Will

• Deliver outstanding service to customers and partners via phone, email, and chat.
• Handle a high volume of inquiries and deliver accurate, timely resolutions.
• Take end-to-end ownership of booking issues (e.g., changes, cancellations, payments, and other customer queries).
• Work towards achieving individual and team KPIs (e.g., quality, productivity, customer satisfaction).
• Develop expertise across multiple Agoda product lines (e.g., Accommodation, Flights, Activities).
• Apply Agoda policies and procedures in a fair and consistent way.
• Collaborate with Team Leaders, Managers, and other teams to resolve complex or unusual cases.
• Safeguard customer data and maintain strict confidentiality.
• Work rotational shifts (including mornings, evenings, and nights) to support a 24/7 global operation.
• May be required to work on public holidays.
• Work in Agoda’s Hybrid work model (primarily work-from-home with on-site collaboration days roughly 1 week out of every 8 weeks).

Core Skills and Competencies

• Strong customer focus and a genuine desire to help others.
• Excellent spoken and written English & Hindi skills.
• Ability to stay calm, accurate, and professional under pressure.
• Good problem-solving skills, using guidelines and data to make decisions effectively.
• Flexibility to adapt to new tools, processes, and feedback.
• Ability to manage time and priorities in a fast-paced, high-volume environment.
• Reliability, integrity, and a positive, collaborative attitude.

Nice to Have

• Prior working experience in customer support, contact center, or service roles.
• Experience in travel, e-commerce, hospitality, or BPO.
• Experience working with international customers or partners.
• Familiarity with contact center, CRM, or ticketing systems.
• Additional language skills beyond the core required languages.

Why Agoda

• Competitive compensation with performance-based incentives.
• Annual discretionary performance bonus.
• Health insurance and other locally competitive benefits.
• Agoda travel discounts and special rates.
• Work from anywhere for up to 30 days per year.
• Structured training, coaching, and clear performance metrics.
• Opportunities to grow your career within the Customer Experience Group or across Agoda.
• An inclusive, international work environment where ideas and feedback are valued.