Support Associate

Skills this role screens for

About the role

Agoda is hiring for the role of Support Associate!

The work

Responsibilities of the Candidate

• 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

Who they want

Requirements

• 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