Customer Experience Specialist - English (Gurgaon)

Agoda is seeking Customer Experience Specialists for its Gurgaon office. This role involves delivering excellent customer service to guests and partners across various communication channels (phone, email, live chat) and supporting a combination of Agoda products. Specialists will handle high volumes of inquiries, meet individual and team goals, identify process improvements, and collaborate with managers, while maintaining confidentiality and taking ownership of customer issues.

Must Have

• Deliver excellent customer service and manage customer needs through phone, email, and live chat.
• Support Agoda products (Hotel, Flights, Activities).
• Professionally handle high volume of inquiries.
• Meet individual (KPIs) and team goals.
• Understand and deliver business strategies, improve customer services.
• Continuously identify work process improvements.
• Collaborate and communicate effectively with team managers.
• Perform office-based administrative duties.
• Demonstrate high degree of integrity and confidentiality.
• Take ownership of customer issues and concerns.
• Excellent command of spoken and written English.
• Good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical and goal focused.
• Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills.
• Analytical thinking and high problem-solving skills.
• Stress tolerance and able to work under pressured environment.

Good to Have

• Proficiency in Hindi speaking and writing.
• Min 1 year experience in customer service roles.
• Min 1 year experience in contact center environment.

About Agoda

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Our Purpose - Bridging the World Through Travel

We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.

We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.

Get to Know our Team:

Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda’s values to each and every customer with multiple support channels and a strong desire to serve. Certainly doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.

The Opportunity:

If you are looking for a rewarding and exciting career in customer service, we want you! We are currently looking to recruit Customer Experience Specialists to be based in our Gurgaon office. This is a fantastic opportunity to develop your customer service skills while working for a fast-paced company that invests in its employees.

In this Role, you'll get to:

• Deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email, and live chat).
• Required to support combination of Agoda products (Hotel, Flights, Activities and more) to support the business needs after being trained for required skills
• Professionally handle high volume of inquiries from clients and customers.
• You will be accountable for meeting individual (KPIs) and team goals.
• Understand and deliver business strategies and improve customer services through the execution of self-service.
• Continuously identify work process improvements.
• Collaborate and communicate effectively with team managers
• Perform office-based administrative duties whenever required.
• Must demonstrate high degree of integrity and confidentiality – Maintain confidentiality of customer information at all times.
• Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc.

What you'll Need to Succeed:

• We are looking for individuals that have an excellent command of spoken and written English
• Proficiency in Hindi speaking and writing is desirable.
• Min 1 year experience in customer service roles and in contact center environment is desirable.
• Personality traits – Good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical and goal focused.
• Customer service skills – Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills.
• Analytical thinking and high problem-solving skills.
• Stress tolerance and able to work under pressured environment.

About the work arrangement:

• Rotational shift
• Hybrid working

You can read more about our hiring process in below article:

https://careersatagoda.com/blog/how-we-hire-ceg/