At TripActions, our mission is to power the in-person connections that move people, ideas and businesses forward. We help our travellers focus on being there, not getting there and our Travel Experience team is central to this mission!
As a member of our Enterprise Travel Experience team, you will be responsible for directly supporting our Enterprise Clients in their travel needs. While helping users you will have the opportunity to offer insights to product, design and engineering teams, directly having an impact in how we scale and improve our product offering. As owners of customer satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveller - all while providing a market-leading positive experience!
What You'll Do:
Assist our travellers with best-in-class personalised support, adding value and solving problems with any travel or tech related help they may require, ranging from standard platform queries to last-minute emergency travel situations.
Work to, thrive and achieve through KPIs that both relate to performance and behaviour
Contribute to you and your team's continual learning and upskilling, constantly improving your travel knowledge and platform knowledge so we set the standard for best-in-class travel agents
Act on customer requests including complex and lengthy specifications
Provide Enterprise Clients with accurate travel and tech-related help for information to assist with any Enterprise Client initiated changes and unexpected situations (Ie: weather, cancellations, delays, etc.)
Understand systems and internal navigation
Collect data and feedback from customers to close the loop on potential app and customer issues
As part of a 24/7 Travel Experience team, will be required to work nights/weekends/holidays as needed
What we're Looking For:
Excellent GDS skills required (Sabre preferred)
Fluent oral and written communication skills in either German, French, Spanish with English
Proficient in providing travel related support solutions
Knowledgeable in geography, including expedient, cost effective and preferred travel routes
Strong organizational skills and the ability to multi-task and prioritize in a fast-paced environment (chat/phone/email)
Significant travel experience in a customer service role and find satisfaction in providing delight to those experiences
Metrics driven as an indicator and motivator of success
A skilled communicator, proficient in both verbal and written English/language who enjoys creating personalised verbal and written communication
A team player who thrives in collaborating, giving and receiving feedback and lifting others up
Curious thinker who loves to keep learning and thrives in a dynamic and ever-changing environment
Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce as well as our unique travel customer service platform TravelXen
Flexibility to work non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organisation