Customer Care Leads have advanced knowledge of the travel industry, its key suppliers, their products and services, global geography, and local market nuances. Customer Care Leads possess the highest levels of technical, professional, and customer service skills in the service organization.
Responsible and accountable for dealing with escalations, Customer Care Leads are innate problem solvers and critical thinkers who leverage all resources to find the best outcomes for customers and users. You are highly motivated and driven to success, able to thoroughly examine all aspects of escalations and complaints to provide resolutions, redress damages to brand image, and provide compensation as needed.
Customer Care Leads are critical collaborators who provide debriefs to all stakeholders and highlight learning opportunities.
What You’ll Do:
- Prioritize and respond to support inquiries and escalations via calls, email, and chat while meeting agreed SLAs
- Work and resolve escalations submitted to them when a customer has been negatively impacted due to several possible reasons, including product errors, consultant errors, supplier errors, customer errors, etc.
- Review various systems and tools for cases, including PNR notes/booking details, all interactions related to a booking ID, all slack channels for any threads associated with booking ID, GDS/NDC/Voyager/Reszerver, and Stripe/Expense for any financials/refunds
- Reach out to Support Finance to review any charges/refunds from suppliers to Suppliers to validate any information
- Analyzes the root causes of all escalations through thorough review
- Find a resolution to issues in a timely and cost-effective manner and work quickly to put the fix in place
- Communicate externally with the customer throughout the case and provide final communication with RCA and Action to Resolve
- Provide debriefs to customer and/or company administrators when appropriate, including steps being taken to avoid repeat issues
- Gain renewed trust with existing customer accounts through exceptional customer service and effective problem solving
- Oversee refunds, write-offs, compensation, etc. for customers when an issue is caused by an internal error
- Notify Customer Success, Product, or Technical teams of any platform issues through Jira tickets
- Provide comprehensive feedback and follow up to Travel Consultants, frontline Managers, Senior Leadership, L&D, CSMs, or Product teams where necessary to address issues, product failures, or training requirements
- Document all inquiries, requests, resolutions, and follow-up tasks
- Work proactively with the appropriate internal teams on Sevs to determine the customers impacted, the path to resolution, and will resolve each instance
- Escalate inquiries and requests as necessary to the appropriate department or person, following the outlined guidelines
- Be courteous and empathetic with all customers, balancing finding mutual resolution with providing excellent customer service
- Meet SLA performance metrics and communicate timelines to customers
- Provide best in class service mirroring our brand reputation
What We’re Looking For:
- 9+ years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel
- 5+ years with multiple GDS experience (Sabre, Amadeus, Galileo) to advanced level - MANDATORY REQUIREMENT
- Intermediate level Sabre (Sabre 4 native) required
- IATA accreditation (WWAFT/WAII/BA2)
- In-depth knowledge of industry practices, key suppliers, and their products and services
- Customer Service experience within a contact center or customer facing role
- Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce as well as our internal travel customer service platform
- Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends) as we scale our support organization
- Self-starter who can manage a high volume of work and on-call customer conversations when necessary
- An empathetic disposition with the ability to maintain a professional attitude at all times
- An independent thinker who is able to use available resources to action resolutions to escalated problems
- A skilled communicator with excellent verbal and written communication
- Exceptional communication and interpersonal skills
- Demonstrated ability with de-escalation and conflict resolutions
- Strong grasp of global geography and local market nuances
- Dedicated to promoting a growth mindset and continuous improvement
- Proven success in gaining the trust and building relationships with C-suite customers and frequent travelers
