Customer Support Specialist

About the Job: We are seeking a highly motivated and detail-oriented Customer Support Specialist to join our team. This role serves as the primary point of contact for both Supply Clients (Hotels) and Demand Clients (Travel Partners), providing exceptional support across all products. The successful candidate will be responsible for investigating and resolving customer inquiries, ensuring a high level of client satisfaction, and contributing to company growth through proactive customer service.

Key Responsibilities:

Develop a deep understanding of our products, features, and unique selling points to provide informed support.

Respond promptly to customer inquiries via email and phone, addressing questions and resolving issues related to products.

Analyze customer concerns by gathering relevant information and diagnosing the root cause of issues.

Generate and manage customized reports for clients, providing insights into performance metrics and other key data.

Maintain a high level of professionalism and a positive demeanor when interacting with clients, ensuring their needs are met with care and efficiency.

Take ownership of ad hoc projects that contribute to client satisfaction and the continuous improvement of company offerings.

Stay up-to-date on system changes, new features, and product updates to provide the most relevant and accurate information to clients.

Qualifications:

2-3 years of experience in customer support or call center environments.

Strong written and verbal communication skills in English, with a professional and courteous phone manner.

Prior experience in the hotel or travel industry is a plus.

Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

Exceptional organizational skills and attention to detail.

Critical thinking and problem-solving abilities, with a logical approach to resolving complex issues.

Quick learner with the ability to grasp and retain new information.

Proficiency in Microsoft Excel, Word, and PowerPoint.

Experience with customer support ticketing systems, such as Freshdesk or similar platforms.

A collaborative team player with a positive attitude and willingness to work flexible schedules, including nights, weekends, holidays, and overnight shifts as needed.

Ability to stay focused on team objectives and support others in achieving success.