Duffel · 3 days ago

Travel Support Consultant

United States

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

You’ll be the first point of contact for our customers, handling incoming emails, calls and live chat messages to assist with their queries

Bringing back client feedback and insights to help our team build better products and improve our customer journey

Supporting with other team functions such as but not limited to reconciliation, management of ADMs and training new team members

Building relationships with travellers & travel sellers using the Duffel platform

Acting as an escalation point when needed for the Outsource Team

May be required to work some weekends

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

GDS experienceAir fares knowledgeNDC systems experienceZendesk usageBSP Link knowledge

Required

Must be available to work flexible shift patterns, including specifically evening hours

At least 3 years worth of experience using a GDS (Travelport/Galileo preferred)

Strong knowledge of air fares, ticketing, re-issues and refunds

Ability to think outside-the-box and willingness to go the extra mile

Customer obsessed, you're passionate about delivering exceptional customer service

Preferred

Experience with NDC systems such as Farelogix SPRK, IAG TAP strongly preferred

Experience using Zendesk for customer support queries is preferred (Voice, Chat & Email channels)

Previous experience with BSP Link or ARC knowledge is preferable

You may have experience of one or more of the following roles: Travel Advisor, Travel Agent, Travel Consultant, Travel Sales Consultant, Ticketing Agent, Travel Counsellor

May be required to work some weekends