Customer Experience Specialist - English (Gurugram)

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Get to Know our Team:

Agoda 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 Agodas 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 customers 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 Agodas 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:

Gurgaon

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.
• 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
• Work from Office