Support Associate (Pune)

About the Role

As a Support Associate in Pune, you will support English and Hindi language customer queries, gain truly global experience, and join a data-driven, fast-learning team.

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, etc.).
• 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.

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 on accommodation and related products.
• 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 your ideas and feedback are valued.