Job Title:
Company: Agoda
Location: Gurgaon, Haryana (Work from Office)
Industry: Travel Technology / Online Travel Booking
Job Type: Full-Time | Rotational Shifts
Experience Required: Minimum 1 Year in Customer Service or Contact Center
Job Description
Join Agoda, a global leader in online travel services, as a Customer Service Specialist – English and be part of a dynamic team that helps travelers explore the world. Based in Gurgaon, this position is ideal for individuals who are passionate about delivering world-class customer service, solving real-time problems, and thriving in a fast-paced digital environment.
As a Customer Service Specialist, you will be the first point of contact for Agoda’s guests and partners. Your role will involve resolving queries, assisting bookings, and ensuring each customer interaction is smooth, helpful, and memorable.
Key Responsibilities
💬 Customer Support
- Provide support to Agoda’s customers via phone, email, and live chat in English.
- Address inquiries related to bookings, changes, cancellations, payments, and general travel assistance.
- Assist with Agoda’s wide range of services including Hotels, Flights, and Activities.
🔍 Problem Solving & Service Excellence
- Take ownership of customer concerns, resolve issues promptly, and follow up when necessary.
- Proactively look for service improvements to enhance the customer journey.
- Maintain high standards of integrity, confidentiality, and professionalism.
📊 Performance & Collaboration
- Meet and exceed individual performance KPIs (response time, customer satisfaction, quality).
- Work collaboratively with team managers and cross-functional teams to support evolving business needs.
- Contribute to internal reporting and documentation where required.
Requirements
- Language Proficiency: Excellent spoken and written English. Proficiency in Hindi is a plus.
- Experience: Minimum 1 year in a customer service or call center environment preferred.
- Skills:
- Strong communication and interpersonal skills
- Problem-solving mindset with analytical thinking
- Patience, empathy, and resilience under pressure
- High attention to detail and organizational skills
- Work Conditions: Must be open to rotational shifts and working from the Gurgaon office.
Why Join Agoda?
- Be a part of one of the world’s leading travel platforms.
- Work with a diverse team representing over 95 nationalities.
- Grow within a tech-driven, innovation-focused environment.
- Enjoy opportunities for upskilling and career advancement.
What shift timings can I expect for this role at Agoda Gurgaon?
This is a full-time, rotational shift role. Candidates must be flexible to work across different shifts, including evenings and weekends, based on business requirements.
Is prior experience in the travel industry required?
While prior experience in travel-related customer service is beneficial, it is not mandatory. A strong customer-first attitude and communication skills are more critical.
Will there be opportunities to grow within Agoda?
Absolutely. Agoda encourages career progression through internal mobility, structured training programs, and leadership development initiatives across departments.