TIER 1: Support Customer Care Agent
Job Description:
● Suggest and modify suitable travel options that best suit the clients needs.
● Engage in direct communication with the client through email, chat, and/or phone calls.
● Support our B2B customers in their business travels.
● Liaise with suppliers and partners to resolve booking issues.
● Maintain high satisfaction standards and aim to exceed customer expectations as much as
possible when managing bookings, queries, and requests.
● Resolve problems by applying established policies, procedures, and tactics, as
well as by thinking out-of-the-box when established methods are insufficient.
● Address, preempt, and solve problems. You are an owner and should anticipate issues before
they arise.
● Stay up-to-date with new features and product launches. Expect significant
innovation!
Background:
● At least 2 years of experience in any customer service position covering multi-channel
operations in a contact center environment.
● Preferably, but not mandatory, a customer service background in hospitality, including hotels,
travel agencies, airlines, or offices. Any other customer service experience in a contact center
environment is acceptable.
● Excellent communication skills in Business English, both spoken and written.
● Proven experience in going above and beyond to provide amazing service that helps
customers, ideally within a client-facing role.
● Preferably, though not mandatory, a college/university Bachelors Degree.
● Computer literacy, including knowledge of word processing, typing, and cloud-based
applications.
Skills and Personality Traits:
● Proven ability to provide an excellent customer experience.
● Capable of seeing the big picture and understanding the interconnections between processes
and the impact of actions.
● Mindful and independent worker with a high level of self-awareness.
● Adept at applying critical thinking, especially when situations fall into grey areas.
● Highly empathetic and capable of understanding our customers needs and wants.
● Independent and reliable - can be counted on to take ownership.
● Process-oriented and detail-oriented.
● Smart, organized, and skilled at prioritization.
● Comfortable and resilient when it comes to change, taking the initiative to stay updated.
● Open and eager to give and receive feedback.
● Strives for continuous improvement and is ambitious about growth.
