Customer Service Specialist - English

Agoda is an online travel booking platform that offers accommodations, flights, and more. The cutting-edge technology deployed by Agoda connects travelers with a global network of 4.7M hotels and holiday properties worldwide, in addition to flights, activities, and other services. As part of Booking Holdings and based in Asia, Agoda boasts a diverse team of 7,100+ employees from 95+ nationalities across 27 markets. The work environment is characterized by diversity, creativity, and collaboration, with a focus on innovation through experimentation and ownership to enhance the customer experience. Bridging the World Through Travel: Agoda's core purpose is to facilitate travel for individuals to explore, learn, and experience the world while bringing people and cultures closer together. The company's mission is to make travel easy and rewarding for everyone by leveraging innovative technologies and strong partnerships. Customer Support Team Overview: Agoda's Customer Support Team operates around the clock in 38 languages to provide in-person, real-time assistance to travelers. Beyond addressing customer issues, the team embodies Agoda's values by actively seeking ways to enhance the customer experience, collaborating with other teams, and experimenting to develop new products. The team plays a critical role in delivering efficient and satisfying customer support to drive Agoda's business performance. The Opportunity: Agoda is seeking Customer Service Specialists to join the Gurgaon office, offering an exciting career opportunity in customer service within a fast-paced and employee-centric company. The role involves delivering excellent customer service through various communication channels, supporting Agoda's products, managing inquiries, meeting KPIs, implementing business strategies, and continuously improving work processes. Key Responsibilities: - Deliver excellent customer service through phone, email, and live chat - Support various Agoda products after training - Handle high volume of inquiries from clients and customers - Meet individual and team goals - Implement business strategies and enhance customer services - Identify process improvements - Collaborate effectively with team managers - Perform administrative duties as necessary - Maintain confidentiality of customer information - Take ownership of customer issues and concerns Qualifications: - Excellent command of spoken and written English - Proficiency in Hindi speaking and writing is desirable - Minimum 1 year of experience in customer service roles and contact center environment - Positive attitude, detail-oriented, responsible, and goal-focused - Strong customer service skills including attentiveness, empathy, patience, and communication - Analytical thinking and problem-solving skills - Ability to work under pressure and in a fast-paced environment Work Arrangement: - Rotational shifts - Hybrid working arrangement Agoda is an Equal Opportunity Employer and values diversity in its workforce. Applications will be kept on file for consideration in future vacancies. For more information, please refer to the privacy policy on the Agoda website.,