Responsibilities
- You’ll be the first point of contact for our customers, handling incoming emails, calls and live chat messages to assist with their queries
- Bringing back client feedback and insights to help our team build better products and improve our customer journey
- Supporting with other team functions such as but not limited to reconciliation, management of ADMs and training new team members
- Building relationships with travellers & travel sellers using the Duffel platform
- Acting as an escalation point when needed for the Outsource Team
- May be required to work some weekends
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
- Ability to think outside-the-box and willingness to go the extra mile
- Customer obsessed, you're passionate about delivering exceptional customer service
Nice to Have
- Experience with NDC systems such as Farelogix SPRK, IAG TAP
- Experience using Zendesk for customer support queries is preferred (Voice, Chat & Email channels)
- Previous experience with BSP Link or ARC knowledge
Additional Information
- Some flexibility on shift patterns.
- May be required to work some weekends.
