Support Associate

Agoda; Pune District; Hybrid; INR 250,000 - 360,000; Full time

Job summary

Agoda is seeking a Support Associate for Pune to handle English and Hindi customer queries across a 24/7 global operation. The role offers hybrid work, combining work-from-home with on-site collaboration roughly every eight weeks.

You will deliver service via phone, email, and chat, manage multiple inquiries, and own booking issue resolutions while meeting individual and team KPIs. Training across Agoda product lines is provided.

Qualifications

• 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.

Responsibilities

• 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, etc.)
• Develop expertise across multiple Agoda product lines (e.g., Accommodation, Flights, Activities), with training to support different customer segments and services over time
• Apply Agoda policies and procedures in a fair and consistent way
• Collaborate with Team Leaders, Managers, and other teams to resolve complex or unusual cases
• Safeguard customer data and maintain strict confidentiality at all times
• Work rotational shifts (including mornings, evenings, and nights) to support a 24/7 global operation
• You may be required to work on public holidays.
• Enjoy Agoda's Hybrid work model, i.e. primarily work-from-home, with on-site collaboration days roughly 1 week out of every 8 weeks

Skills

Excellent English

Excellent Hindi

Customer service mindset

Problem-solving

Job description

Support Associate (Pune)

About Agoda

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If youre ready to begin your best journey and help build travel for the world, join us.

Our Purpose Bridging the World Through Travel

We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy,understandingand happiness.

We are a skillful,drivenand diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.

At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great.

Get to Know Our Team

Agodas Customer Support Team understands that travel can be aneverchangingenvironment. That is why we provide in-person, real-time help around the clock and in16languages.No matter the issue, we present the best of Agoda’s values toeach and everycustomer with multiple support channels and a strong desire to serve.Certainlydoing more than answering phone calls or replying to emails, our specialists actively look for ways to improve ourcustomer’sexperience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products thatproduce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing toa corestrength and service of Agoda witha clear visionand a focus on efficient and satisfying customer support.

The Opportunity

As a Support Associate in Pune, supporting English and Hindi language customer queries, you will:

• Build strong problem-solving and communication skills that open doors to many future roles
• Support customers and partners from multiple countries and cultures, gaining truly global experience
• Join a data-driven, fast-learning team that experiments, improves, and shares feedback openly

Role & responsibilities

• Deliveroutstanding service to guests and partners via phone, email, and chat
• Handle a high volume of inquiriesand deliver accurate,timelyresolutions
• Take end-to-end ownership of booking issues (e.g. changes, cancellations, payments, and othercustomer queries)
• Work towards achievingindividual and team KPIs (e.g. quality, productivity, customer satisfaction,etc.)
• Developexpertiseacross multiple Agoda productlines(e.g., Accommodation, Flights, Activities), with training to support different customer segments and services over time
• Apply Agoda policies and procedures in a fair and consistent way
• Collaborate with Team Leaders, Managers, and other teams to resolve complex or unusual cases
• Safeguard customer data andmaintainstrict confidentiality at all times
• Work rotationalshifts (including mornings, evenings, and nights) to support a 24/7 global operation
• You maybe requiredto work on public holidays.
• Enjoy AgodasHybrid work model,i.e. primarily work-from-home, with on-site collaboration daysroughly1week out ofevery8 weeks

Preferred candidate profile

• Strong customer focus and a genuine desire to help others
• Excellent spoken and writtenEnglish & Hindi skills
• Ability to stay calm,accurate, and professional under pressure
• Good problem-solving skills, using guidelines and data to make decisionseffectively
• 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 is a plus
• Experience working with international customers or partners
• Familiarity with contact center, CRM, or ticketing systems
• Additional language skills beyond the core required languages for the role if any