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