Support Associate (Gurgaon)
Core
Deliver customer support via phone, email, and chat for travel-related inquiries (bookings, changes, cancellations, payments) in English and Hindi.
Role type
Support Associate (Customer Service)
Builds
Customer satisfaction and resolution for Agoda's travel products (Accommodation, Flights, Activities)
Domain
Travel / Hospitality
Deliverable
client delivery
Required skills
Spoken and written English, Spoken and written Hindi, Problem-solving, Time management, Data usage for decision making
Preferred skills
Prior customer support experience, Travel/hospitality/BPO industry knowledge, CRM/ticketing system familiarity, Additional languages
Technologies
CRM, Ticketing systems, Agoda internal tools
Responsibilities
Handle high volume of customer inquiries across multiple channels, Take end-to-end ownership of booking issues, Achieve individual and team KPIs, Collaborate with other teams for complex cases, Safeguard customer data, Work rotational shifts including nights and public holidays