Responds to customer’s queries in a timely and accurate way, via phone, email or chat in order to provide support and/or information
Identifies customer’s needs and ensures that appropriate actions are taken to resolve customers’ problems and concerns
Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments
Works alongside a team of CS specialists, other company areas and service providers to pass on or receive information regarding customer needs
Conducts surveys to get customer’s feedback
Analyzes and reports product malfunctions to technical department
Shares customer’s requests and effective workarounds with team members
Gathers customer feedback and share with our Product, Sales and Marketing teams
Assists junior Customer Support Representatives
Meet and exceed monthly customer support goals

Customer service experience
Proficiency in the English Language (C1)
English Language teacher degree, English translator degree or equivalent (desired)
Tourism degree (desired)
Bilingual or abroad work experience (desired)
Experience in the tourism/airline/e-commerce industry is a plus
Experience using help desk software and remote support tools (desired)
Experience in remote work positions
Excellent communication skills including active listening
Service-oriented and problem-solving skills
Patient when handling tough cases
Autonomy/Self-motivation
Ability to multi-task (phone, email, chat) is a must
Ability to navigate through multiple sites/software applications
Good understanding of basic computer skills with the ability to learn new software
Willingness learn new products, service, or new procedures
Excellent interpersonal skills

ID90 Travel

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