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

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