Senior Support Specialist - English (Gurgaon)

Overview

Senior Support Specialist in Agoda's Customer Experience Group intervention team, taking over cases where customers have had a difficult or frustrating experience before the situation grows further.

What you'll do

• Take over cases when a customer's experience starts to go off track, based on defined criteria, and turn it around before the situation worsens.
• Take full ownership of each case from takeover until it is resolved, putting yourself in the customer's shoes to find the right outcome.
• Recognize early signs of customer frustration and respond with empathy and clarity before the situation intensifies.
• Be the go-to expert for cases that need extra care, advising colleagues, negotiating resolutions, and approving policy exceptions within defined guidelines.
• Handle cases across Agoda's range of travel products, such as hotels, flights, and activities, after training.
• Handle calls, chats, and emails with empathy, clarity, and professionalism, including customer contacts that need extra care.
• Hand over and pick up cases with clear, complete notes so customers never have to repeat themselves.
• Maintain the confidentiality of customer information and apply policy exceptions fairly and consistently.
• Document what you see, flag patterns and trends, and share insights with your Team Manager and partner teams so the same issues don't happen again.
• Meet individual and team goals, and uphold standards for quality, timeliness, accuracy, and compliance in every case and record.
• Share best practices, support colleagues and new joiners, and help test and refine new ways of working.
• Adapt to a fast-moving, evolving environment as processes and priorities develop.
• Uphold the highest standards of compliance and bring Agoda's mission and values to life every day.

What you'll need

• Business-level proficiency spoken and written in English.
• Experience in customer service, contact center, or service recovery, handling difficult or frustrating situations with empathy and sound judgment.
• Comfort making decisions and negotiating resolutions within policy boundaries.
• Ability to read customer signals early and act before situations intensify.
• Strong critical thinking and problem-solving skills, with great attention to detail.
• Comfort using data and tools to track cases and spot trends.
• Ability to stay calm and accurate under pressure and adapt to changing priorities.
• Working knowledge of, or experience in, travel-related operations.
• Willingness to work rotating shifts (morning, afternoon, and night), including weekends and public holidays.
• Based in or willing to relocate to Gurgaon.

Nice to have

• Experience as a senior agent or in a service recovery, escalation, or specialist team.
• Experience working in travel, e-commerce, or fintech.
• Additional language skills.

Details

• Based in Gurgaon; open to local and international candidates, with a relocation package offered.
• 24/7 schedule with rotating shifts, including nights, weekends, and public holidays.
• Reports directly to a Team Manager.
• Work from anywhere for up to 30 days per year.