Senior Support Specialist - English (Pune)

India·Pune

Other

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Quick Summary

Key Responsibilities

Meet individual and team goals, and uphold standards for quality, timeliness, accuracy, and compliance in every case and every record. Grow Together: Share best practices,

Technical Tools

Other

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 you’re ready to begin your best journey and help build travel for the world, join us.

What We Offer

~2 min read

✓Win Back Trust: 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.

✓Own the Case End to End: Take full ownership of each case from the moment you take it over until it is resolved, always putting yourself in the customer's shoes to find the right outcome

✓Read the Signals: Recognize early signs of customer frustration and respond with empathy and clarity before the situation intensifies.

✓Use Your Authority Well: Be the go-to expert for cases that need extra care. Advise colleagues, negotiate resolutions, and approve policy exceptions within defined guidelines, using sound judgment so customers get the right outcome quickly.

✓Support Across Our Products: Handle cases across Agoda's range of travel products, such as hotels, flights, and activities, after training.

✓Communicate With Care: Handle calls, chats, and emails with empathy, clarity, and professionalism, including customer contacts that need extra care.

✓Keep Cases Moving Across Shifts: Hand over and pick up cases with clear, complete notes so customers never have to repeat themselves.

✓Handle Information with Integrity: Always maintain the confidentiality of customer information and apply policy exceptions fairly and consistently.

✓Dig Into Root Causes: 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.

✓Deliver Results with Quality: Meet individual and team goals, and uphold standards for quality, timeliness, accuracy, and compliance in every case and every record.

✓Grow Together: Share best practices, support colleagues and new joiners, and help test and refine new ways of working.

✓Stay Agile: Thrive in a fast-moving, evolving environment, adapting as processes and priorities develop.

✓Champion Our Values: Uphold the highest standards of compliance and bring Agoda's mission and values to life every day.

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

The 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

Agoda Careers https://careersatagoda.com
Facebook https://www.facebook.com/agodacareers/
LinkedIn https://www.linkedin.com/company/agoda
YouTube https://www.youtube.com/agodalife

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.