Note: The job is a remote job and is open to candidates in USA. Duffel is a company focused on simplifying the travel experience by rebuilding the infrastructure of the travel industry. The Travel Support Consultant role involves providing exceptional customer service by handling queries related to bookings and supporting various team functions.
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
Skills
- Must be able to work Pacific Time business hours, with some flexibility on shift patterns
- At least 3 years worth of experience using a GDS (Travelport/Galileo or Sabre 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
- 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
Company Overview