Support Associate (Pune)

About the Role

As a Support Associate in Pune, supporting English and Hindi language customer queries, you will:

• Build strong problem-solving and communication skills that open doors to many future roles
• Support customers and partners from multiple countries and cultures, gaining truly global experience
• Join a data-driven, fast-learning team that experiments, improves, and shares feedback openly

In This Role, You Will

• Deliver outstanding service to guests 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), with training to support different customer segments and services over time
• 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 at all times
• Work rotational shifts (including mornings, evenings, and nights) to support a 24/7 global operation
• You may be required to work on public holidays.
• Enjoy Agoda’s Hybrid work model, i.e., 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 is a plus
• Experience working with international customers or partners
• Familiarity with contact center, CRM, or ticketing systems
• Additional language skills beyond the core required languages for the role if any