Overview
Support Associate (Pune) for English and Hindi customer queries in a 24/7 customer support environment.
What you'll do
- Deliver customer support to guests and partners via phone, email, and chat.
- Handle a high volume of inquiries and provide accurate, timely resolutions.
- Manage end-to-end booking issues including changes, cancellations, payments, and other queries.
- Work toward individual and team KPIs such as quality, productivity, and customer satisfaction.
- 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 (mornings, evenings, and nights) and possibly on public holidays.
What you'll need
- Strong customer focus and genuine desire to help others.
- Excellent spoken and written English and Hindi skills.
- Ability to stay calm, accurate, and professional under pressure.
- Good problem-solving skills using guidelines and data.
- 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 English and Hindi.
Details
- Role is in Pune and supports English and Hindi language customer queries.
- Hybrid work model: primarily work-from-home with on-site collaboration days about 1 week out of every 8 weeks.
Read the full description and apply on the company’s own careers page.
