Support Associate (Gurgaon)

About the Role

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

Key Responsibilities

• 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), 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.
• May be required to work on public holidays.
• Work using Agoda’s Hybrid work model, primarily from home with on-site collaboration days approximately 1 week out of every 8 weeks.

Requirements & Tech Stack

• 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.

Qualifications (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 for the role.