Senior Support Specialist - English (Gurgaon)

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.

As a Senior Support Specialist, you'll report directly to a Team Manager and take over cases where customers have had a difficult or frustrating experience, before the situation grows any further. You are the trusted voice customers hear when they need us most.

In this role, you will:

• Take over cases when a customer's experience starts to go off track, based on defined criteria, and turn it around before the situation worsens.
• Take full ownership of each case from the moment you take it over until it is resolved, always putting yourself in the customer's shoes to find the right outcome.
• Recognize early signs of customer frustration and respond with empathy and clarity before the situation intensifies.
• Be the go-to expert for cases that need extra care, advising colleagues, negotiating resolutions, and approving policy exceptions within defined guidelines.
• Handle cases across Agoda's range of travel products, such as hotels, flights, and activities, after training.
• Communicate with care, handling calls, chats, and emails with empathy, clarity, and professionalism.
• Keep cases moving across shifts, handing over and picking up cases with clear, complete notes.
• Handle information with integrity, maintaining the confidentiality of customer information and applying policy exceptions fairly and consistently.
• Document what you see, flag patterns and trends, and share insights with your Team Manager and partner teams.
• Meet individual and team goals, and uphold standards for quality, timeliness, accuracy, and compliance in every case.
• Share best practices, support colleagues and new joiners, and help test and refine new ways of working.
• Thrive in a fast-moving, evolving environment, adapting as processes and priorities develop.
• Uphold the highest standards of compliance and bring Agoda's mission and values to life every day.

You'll need:

• Business-level proficiency spoken and written in English.
• Experience in customer service, contact centre, or service recovery, handling difficult or frustrating situations with empathy and sound judgment.
• Comfort making decisions and negotiating resolutions within policy boundaries.
• Ability to read customer signals early and act before situations intensify.
• Strong critical thinking and problem-solving skills, with great attention to detail.
• Comfort using data and tools to track cases and spot trends.
• The ability to stay calm and accurate under pressure and adapt to changing priorities.
• Working knowledge of, or experience in, travel-related operations.
• Willingness to work rotating shifts (morning, afternoon, and night), including weekends and public holidays.
• Based in or willing to relocate to Gurgaon.

Nice to have:

• Experience as a senior agent or in a service recovery, escalation, or specialist team.
• Experience working in travel, e-commerce, or fintech.
• Additional language skills.

We offer:

• Competitive compensation with performance-based incentives.
• Annual discretionary performance bonus.
• Health insurance and other locally competitive benefits.
• Agoda travel discounts and special rates on accommodation and related products.
• Work from anywhere for up to 30 days per year.
• Structured training, coaching, and clear performance metrics.
• Opportunities to grow your career within the Customer Experience Group or across Agoda.
• An inclusive, international work environment where your ideas and feedback are valued.