Support Associate (Pune)

About Agoda

Agoda connects people to destinations and experiences through its great deals across millions of hotels and holiday properties, flights, and experiences worldwide. Data and technology are at the heart of Agoda's culture.

The Opportunity

As a Support Associate in Pune, you will support English and Hindi language customer queries. This role offers the chance to build strong problem-solving and communication skills, gain global experience by supporting customers and partners from multiple countries and cultures, and 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).
• Apply Agoda policies and procedures consistently.
• Collaborate with Team Leaders, Managers, and other teams to resolve complex 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 within 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.