Work position: Hybrid
About ID90 Travel Did you know that one of the privileges of working for an airline is being able to fly around the world for free? Well, we at ID90 Travel provide the technology that makes that airline employee travel possible for the world's leading airlines. We've also become the leading one-stop comprehensive solution for airline employee travel needs. This includes providing them with exclusive rates on hotels, cruises, rental cars and more.
What you'll be doing: A Customer Support Specialist offers guidance and processes complaints and issues related to platform/app usage or products while recommending solutions to enhance customer's experience. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust.
Duties/Responsibilities: Respond to customer's queries in a timely and accurate way, via phone, email or chat in order to provide support and/or informationIdentify customer's needs and ensure that appropriate actions are taken to resolve customers' problems and concernsMaintain customer accounts and records of customer interactions with details of inquiries, complaints, or commentsWork alongside a team of CS specialists, other company areas and service providers to pass on or receive information regarding customer needsConduct surveys to get customer's feedbackAnalyze and report product malfunctions to technical departmentShare customer's requests and effective workarounds with team membersGather customer feedback and share with our Product, Sales and Marketing teamsMeet and exceed monthly customer support goalsRequired Skills/Abilities: Excellent communication skills including active listeningService-oriented and problem-solving skillsPatient when handling tough casesAbility to multi-task (phone, email, chat) is a mustAbility to navigate through multiple sites/software applicationsGood understanding of basic computer skills with the ability to learn new softwareWillingness learn new products, service, or new proceduresExcellent interpersonal skills & teamworkQualifications and Experience: Required: Proficiency in the English Language (C1)English Language teacher degree, English translator degree or equivalentBilingual or abroad work experienceExperience in the tourism/airline/e-commerce industry is a plusExperience using help desk software and remote support toolsExperience in remote work positionsSpecial Requirements: Prolonged periods sitting at a desk and working on a computerPossibility of WFH in a silent spaceAvailability to work during the weekendsWhat do we offer? Contract employment at 35 hours a weekPaid time offHybrid work scheduleFriendly staff and an international team of people learning from one anotherA competitive salary and great benefits
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