Customer Care Lead Consultant

Customer Care Leads have advanced knowledge of the travel industry and possess technical, professional, and customer service skills to resolve escalations and provide resolutions to customers.

Requirements

• 9+ years of experience in TMC/BT Consultant Role covering all supplier products
• 5+ years with multiple GDS experience (Sabre, Amadeus, Galileo) to advanced level
• Intermediate level Sabre (Sabre 4 native) required
• IATA accreditation (WWAFT/WAII/BA2)
• Customer Service experience within a contact center or customer facing role
• Tech Savvy - confident in Gmail, Zendesk, Slack and Salesforce as well as internal travel customer service platform
• Reliable and flexible with openness to working non-traditional shifts
• Self-starter who can manage a high volume of work and on-call customer conversations
• An empathetic disposition with ability to maintain a professional attitude
• An independent thinker who can 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