Customer Care Lead Consultant

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.

Compensation

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

, etc.

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.

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 empatheti