Global Travel Consultant

3 weeks ago


London, Greater London, United Kingdom Duffel Full time

Job Description

This role is more than a typical customer support job. As a Global Travel Consultant at Duffel, you'll work closely with our merchants to ensure that travellers receive great customer service.

About Duffel

We're dedicated to making travel effortless. Our mission is to simplify systems and build tools that will make the future of travel easier.

Your Key Responsibilities

  • You'll handle all types of queries related to bookings, including voluntary changes requested by passengers and involuntary changes initiated from airlines' sides.
  • You'll work with our merchants to resolve issues and provide exceptional customer support.
  • You'll collaborate with our team to gather client feedback and insights to improve our products and customer journey.
  • You'll assist with other team functions, including reconciliation, management of ADMs, and training new team members.

Requirements

  • At least 3 years of experience using a GDS (Travelport/Galileo preferred)
  • Strong knowledge of air fares, ticketing, re-issues, and refunds
  • Experience with NDC systems such as Farelogix SPRK, IAG TAP strongly preferred
  • Ability to think outside-the-box and willingness to go the extra mile
  • Customer obsessed, passionate about delivering exceptional customer service
  • Experience using Zendesk for customer support queries is preferred (Voice, Chat & Email channels)
  • Advanced spreadsheet skills including the ability to use formulas and functions
  • Previous experience with BSP Link or ARC knowledge is preferable

Compensation

The estimated salary for this role is £40,000 - £55,000 per annum, based on experience and qualifications.



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