Customer Care Leads have advanced knowledge of the travel industry, its key suppliers, their products and services, global geography, and local market nuances. Customer Care Leads possess the highest levels of technical, professional, and customer service skills in the service organization.

Responsible and accountable for dealing with escalations, Customer Care Leads are innate problem solvers and critical thinkers who leverage all resources to find the best outcomes for customers and users. You are highly motivated and driven to success, able to thoroughly examine all aspects of escalations and complaints to provide resolutions, redress damages to brand image, and provide compensation as needed.

Customer Care Leads are critical collaborators who provide debriefs to all stakeholders and highlight learning opportunities.

What You'll Do

Prioritize and respond to support inquiries and escalations via calls, email, and chat while meeting agreed SLAs
Work and resolve escalations submitted to them when a customer has been negatively impacted due to several possible reasons, including product errors, consultant errors, supplier errors, customer errors, etc.
Review various systems and tools for cases, including PNR notes/booking details, all interactions related to a booking ID, all slack channels for any threads associated with booking ID, GDS/NDC/Voyager/Reszerver, and Stripe/Expense for any financials/refunds
Reach out to Support Finance to review any charges/refunds from suppliers to Suppliers to validate any information
Analyzes the root causes of all escalations through thorough review
Find a resolution to issues in a timely and cost-effective manner and work quickly to put the fix in place
Communicate externally with the customer throughout the case and provide final communication with RCA and Action to Resolve
Provide debriefs to customer and/or company administrators when appropriate, including steps being taken to avoid repeat issues
Gain renewed trust with existing customer accounts through exceptional customer service and effective problem solving
Oversee refunds, write-offs, compensation, etc. for customers when an issue is caused by an internal error
Notify Customer Success, Product, or Technical teams of any platform issues through Jira tickets
Provide comprehensive feedback and follow up to Travel Consultants, frontline Managers, Senior Leadership, L&D, CSMs, or Product teams where necessary to address issues, product failures, or training requirements
Document all inquiries, requests, resolutions, and follow-up tasks
Work proactively with the appropriate internal teams on Sevs to determine the customers impacted, the path to resolution, and will resolve each instance
Escalate inquiries and requests as necessary to the appropriate department or person, following the outlined guidelines
Be courteous and empathetic with all customers, balancing finding mutual resolution with providing excellent customer service
Meet SLA performance metrics and communicate timelines to customers
Provide best in class service mirroring our brand reputation

What We're Looking For

9+ years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel
5+ years with multiple GDS experience (Sabre, Amadeus, Galileo) to advanced level - MANDATORY REQUIREMENT
Intermediate level Sabre (Sabre 4 native) required
IATA accreditation (WWAFT/WAII/BA2)
In-depth knowledge of industry practices, key suppliers, and their products and services
Customer Service experience within a contact center or customer facing role
Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce as well as our internal travel customer service platform
Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends) as we scale our support organization
Self-starter who can manage a high volume of work and on-call customer conversations when necessary
An empathetic disposition with the ability to maintain a professional attitude at all times
An independent thinker who is able to 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

Customer Care Lead Consultant