Job Title: Customer Support Executive
Experience: 5-10 Years
Location: Gurgaon
Shift mode: Night Shift (US Shift)
Key skills: Customer Support, Travel industry experience, API
Job Role
As a member of our operations team, you will assist with the handling of bookings from partner airlines, and international customers including travel tech providers, online travel agents, tour operators and travel groups. You will gain a full understanding of our API product and act as a first point of contact to troubleshoot level one issues raised by customers.The ideal candidate will be professional, organized and reliable and able to demonstrate excellent verbal and written communication skills both on the telephone and via email. Additionally you will be persuasive and methodical with the ability to pay close attention to detail when reviewing complex booking data. You will also be a dynamic team player and able to multi-task in a busy environment working to tight deadlines. Apart from the supporting customers the role also includes identifying and investigating problematic trends in booking activity and reporting to the bookings and operations team. As you will have exposure to real-time systems and services, discretion and confidentiality is a must. This role is a permanent, full-time remote position and candidates must be able to work a shift rotation pattern of days/evenings including some weekends.
Roles And Responsibilities
Customer Support
:
- Handle booking queries from international customers, requiring Travel industry knowledge, and communicate with suppliers via email or their service desk.
- Troubleshooting issues raised by customers by reviewing the API request and response logs and provide timely resolutions
- Investigating inconsistencies reported by customers and liaising with the technical team for a resolution
- Cross checking the accuracy of the data using the backend logs
- Supporting and resolving real time booking errors & escalating to the technical team as necessary
- Reviewing booking data and assess the booking performance periodically
- Identifying and investigating problems or anomalies in the booking activity
- Diagnosing trends and patterns in booking data to suggest improvements
- Support customers with ongoing implementations where necessary
Monitoring
- Responsible for monitoring real-time booking systems to ensure there are no performance issues
- Analysing performance statistics to evaluate system efficiency
- Proactively identifying, diagnosing and investigating problematic trends displayed in the internal reporting tools
- Data mining using the reporting tools to understand trends like booking failures, ancillaries sale and other performance metrics
Required Skills And Knowledge
- Experience of reading API RQ and RS logs, postman knowledge is a plus
- Excellent English communication skills both written and verbal
- Customer focused, and ability to build rapport with customers and suppliers
- Team player with good interpersonal skills
- Well organized and flexible
- Responsible and reliable, a patient thinker, able to remain calm in difficult situations
- Data mining and analytical skills with a strong passion for problem solving
- Ability to diagnose trends and patterns in booking data
- High attention to detail
- Excellent decision-making skills
- Ability to demonstrate strong IT skills and able to learn and utilize internal monitoring tools for assessing the system performance
- Ability to demonstrate a high degree of discretion and confidentiality
Desired Skills And Knowledge
- Good working knowledge of Spreadsheets (Excel and or GoogleSheet)
- Additional languages e.g. Spanish or Mandarin is an added benefit
- Commercial experience in a similar support role
- Experience of using support and data tools
- Travel industry support experience
Skills: customer success management,api,customer success,gds,postman api,amadeus,customer relationship management (crm),sabre,customer care,travel industry,customer support,galileo
