Harshita Sonker

Customer Support Specialist
Concentrix – Gurgaon, India
July 2024 – Present
Process: Agoda (Travel & Accommodations)

• Provide global customer support for accommodation bookings, resolving issues such as unhonored reservations, missing bookings, complaints during stays, cancellations, and refund requests.
• Utilize Genesy software to track and manage customer interactions efficiently, ensuring timely and accurate resolution of concerns.
• Collaborate with internal teams and accommodation providers to resolve complex booking problems and improve customer satisfaction.
• Deliver empathetic and clear communication to customers from diverse backgrounds, maintaining high service quality in a fast-paced environment.

Customer Support Associate
Foundever – Gurgaon, India
January 2024 – June 2024
Process: Bath & Body Works (U.S.-based retail brand)

• Assisted U.S. customers with placing and tracking online orders, ensuring a smooth and satisfying shopping experience.
• Explained ongoing promotions, discounts, and offers to enhance customer engagement and drive sales.
• Maintained high levels of accuracy and empathy while resolving customer concerns related to scented candles, soaps, and fragrances.
• Gained hands-on experience in handling international retail support, working in a fast-paced, customer-centric environment.