Customer Experience Specialist · Bengaluru

Agoda is an online travel platform connecting millions of travelers with hotels, flights, and unique accommodations across the globe.

Key Responsibilities

• Deliver high-quality customer assistance to international travelers and property partners in fluent Italian and English.
• Handle incoming customer queries and complaints via phone, email, and live chat channels promptly.
• Investigate and resolve booking modifications, cancellation requests, refunds, and payment discrepancies.
• Coordinate with hotel partners and global suppliers to advocate for customer satisfaction and swift issue resolution.
• Maintain thorough and accurate case documentation within internal customer relationship management systems.
• De-escalate challenging customer situations with empathy, patience, and professional conflict resolution skills.
• Identify recurring service bottlenecks and proactively propose workflow improvements to team leadership.
• Stay up to date on booking platform policies, cancellation rules, and evolving partner guidelines.
• Collaborate with cross-functional support teams to ensure cohesive 24/7 service coverage.
• Meet and exceed performance benchmarks for customer satisfaction, first-contact resolution, and response times.