Customer Support Associate · Gurugram

Agoda is a global travel platform offering reservations for hotels, flights, and accommodations worldwide.

Key Responsibilities

• Provide front-line customer support to travelers and hotel partners via phone, email, and chat.
• Handle booking inquiries, cancellations, modifications, and refund requests efficiently.
• Troubleshoot customer booking discrepancies and resolve service issues in a timely manner.
• Maintain high levels of customer satisfaction by adhering to service level agreements and quality standards.
• Escalate complex or sensitive customer issues to specialized tier-two teams when required.
• Accurately document customer interactions and case resolutions in CRM and ticketing tools.
• Coordinate with accommodation partners to confirm room reservations and address special requests.
• Stay updated on platform policies, travel advisories, and internal workflow guidelines.
• Identify recurring issues and provide feedback to team leads to improve operational workflows.
• Deliver empathetic and professional customer experiences across all support channels.