Support Associate (Pune)

About the role

Agoda is a leading online travel platform that connects millions of travelers with accommodations and services across the globe. The Support Associate based in Pune plays a vital role in ensuring that customer inquiries and issues are handled efficiently and professionally. This position serves as a key point of contact for users who need assistance with bookings, payments, or account-related matters. The associate works within a dynamic team environment where clear communication and problem-solving skills are essential for delivering a positive experience to guests and partners. Day-to-day responsibilities include addressing a wide range of support requests, from simple questions about hotel availability to more complex issues involving billing disputes. The role contributes directly to Agoda's mission of making travel accessible and enjoyable for every user on the platform. Support Associates have the opportunity to grow within the organization and explore career paths in operations or team leadership.

Key facts

What you'll do

• Respond to customer inquiries through phone, email, and chat channels in a timely and accurate manner.
• Assist guests with booking modifications, cancellations, and refund requests according to established company guidelines.
• Troubleshoot common account and payment issues to resolve them at the first point of contact whenever possible.
• Document all customer interactions and case resolutions in the internal tracking system with careful attention to detail.
• Escalate complex or unresolved issues to senior support agents or specialized teams when standard procedures are insufficient.
• Collaborate with cross-functional departments such as finance, hotel partnerships, and technical support to address guest concerns.
• Maintain a thorough understanding of Agoda's policies, current promotions, and service offerings at all times.
• Provide constructive feedback to management about recurring customer concerns and suggest practical process improvements.
• Handle high volumes of support tickets while maintaining quality standards, accuracy, and a professional demeanor.
• Participate in regular training sessions to stay updated on new features, policy changes, and support procedures.
• Work closely with the quality assurance team to review call recordings and identify areas for improvement.
• Support the onboarding of new team members by sharing knowledge and best practices from daily operations.
• Monitor customer feedback and satisfaction surveys to identify trends and areas for service enhancement.
• Coordinate with the billing team to resolve payment discrepancies and ensure accurate transaction records.
• Follow up with customers after issue resolution to confirm satisfaction and gather additional feedback.
• Contribute to the continuous improvement of support processes by participating in weekly team meetings.

Requirements

• High school diploma or equivalent educational qualification is required for this position.
• Fluency in English is essential for clear written and verbal communication with customers.
• Prior experience in a customer service or support role is preferred but not mandatory.
• Ability to work in a shift-based schedule that may include weekends and public holidays.
• Strong attention to detail and the capacity to manage multiple tasks simultaneously without errors.
• Basic computer literacy with comfort using web-based applications and internal support tools.
• Demonstrated patience and empathy when dealing with customers who have urgent or frustrated concerns.
• Willingness to learn Agoda's internal systems, company policies, and travel industry terminology quickly.
• Comfort with repetitive tasks and the ability to maintain focus during high-pressure periods.
• Good organizational skills and the ability to prioritize competing requests from multiple customers.

Nice to have

• Knowledge of additional languages beyond English, particularly those widely spoken in the Pune region.
• Familiarity with travel booking platforms or online hospitality services is considered a valuable plus.
• Hands-on experience with ticketing or CRM software in a previous customer support environment.
• Previous exposure to remote or distributed team workflows and various online collaboration tools.
• Experience working in a fast-paced environment with tight turnaround times for customer responses.

Skills & tools

• Customer relationship management platforms for tracking and resolving support cases efficiently.
• Internal knowledge base and helpdesk software used by the Agoda support operations team.
• Web-based booking and payment systems relevant to online travel and hospitality services.
• Standard office productivity tools including email clients, spreadsheets, and document editors.
• Communication platforms for chat, voice, and video support interactions with customers.
• Data entry and record-keeping applications for maintaining accurate and up-to-date case documentation.

Practical notes

• The role is based in Pune and requires physical presence at the designated office location.
• Candidates should be prepared for a structured onboarding and initial training period at the start.
• Shift schedules may vary and could include early morning or late evening time slots.
• Performance reviews are conducted periodically to assess customer satisfaction scores and case resolution metrics.
• The hiring process may include multiple interview rounds, a practical assessment of support skills, and a background verification step.