Senior Support Specialist - English (Pune)

Overview

Senior Support Specialist on Agoda's intervention team within the Customer Experience Group, taking over customer cases where the experience has gone off track and driving them to resolution.

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 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 to prevent recurrence.
• 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 Agoda's mission and values.

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 Pune.

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

• Location: Pune, open to local and international candidates; relocation package offered.
• 24/7 schedule with rotating shifts, including nights, weekends, and public holidays.
• Reports directly to a Team Manager.