Travel Support Consultant
Duffel
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- 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
- 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, you're 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
Benefits
- We're dedicated to your personal growth
- Comfortable working environment
- Everyone who joins Duffel owns a share of the company
- Equal opportunities employer
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
GDSTravelportGalileoSabreNDC systemsFarelogix SPRKIAG TAPair faresticketingrefunds
Soft Skills
customer servicerelationship buildingproblem solvingcommunicationteamworkflexibilitycustomer obsessionfeedback collectiontrainingescalation management