TIER 1: Support Customer Care Agent

Job Description:

● Suggest and modify suitable travel options that best suit the client’s 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 Bachelor’s 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.