Tech Stack

Description

You'll be the first point of contact for customers, handling emails, calls, and live chat to assist with travel queries. You'll support team functions like reconciliation and training, and act as an escalation point for the Outsource Team.

Requirements

• Must be able to work Pacific Time business hours, with some flexibility on shift patterns
• At least 3 years worth of experience using a GDS (Travelport/Galileo or Sabre preferred)
• Strong knowledge of air fares, ticketing, re-issues and refunds
• Experience with NDC systems such as Farelogix SPRK, IAG TAP strongly preferred
• Ability to think outside-the-box and willingness to go the extra mile
• Customer obsessed, passionate about delivering exceptional customer service
• Experience using Zendesk for customer support queries is preferred (Voice, Chat & Email channels)
• Previous experience with BSP Link or ARC knowledge is preferable

Responsibilities

• Handle incoming emails, calls, and live chat messages to assist with customer queries
• Bring back client feedback and insights to help build better products and improve customer journey
• Support with other team functions such as reconciliation, management of ADMs, and training new team members
• Build relationships with travellers and travel sellers using the Duffel platform
• Act as an escalation point when needed for the Outsource Team
• May be required to work some weekends