Customer Support Specialist (Modification Team)

As a Customer Support Specialist (Modification Team) at RateHawk, you'll be responsible for rapidly and effectively resolving client issues related to booking modifications or cancellations. You'll also provide expert advice on bookings and engage with clients and partners via email and phone. Your role will require utilizing CRM systems and managing internal databases to ensure smooth operations and exceptional service.

To succeed as a Customer Support Specialist (Modification Team) at RateHawk, you should possess upper-intermediate English proficiency both spoken and written. Key soft skills such as kindness, empathy, and stress-resistance are essential. Additionally, being a quick learner with tech-savvy skills is valuable. Knowledge of the travel business and booking systems is a plus!

The Customer Support Specialist (Modification Team) position at RateHawk offers a flexible schedule of working two days on followed by two days off, from 9 a.m. to 9 p.m. Romania time. This setup allows team members to enjoy a balanced work-life experience while still being engaged in their roles.

Yes! RateHawk is committed to the continuous learning and development of its employees. As a Customer Support Specialist (Modification Team), you’ll have access to seminars, trainings, and conferences, including support to attend any relevant events you’re interested in to enhance your skills and knowledge in the travel tech industry.

As a Customer Support Specialist (Modification Team) at RateHawk, you can enjoy remote work flexibility and a competitive salary of 750 EUR plus up to 150 EUR in bonus KPI. Other perks include corporate discounts on hotels and services, making your travel experiences even more enjoyable and accessible.

When answering this question, share specific examples from your previous roles where you successfully managed changes and cancellations. Emphasize the steps you took to ensure customer satisfaction, how you communicated with clients, and any tools or systems you used to track and resolve inquiries.

In your response, discuss your approach to prioritization, such as assessing the urgency and complexity of each request. Detail how effective communication and time management skills aid you in balancing tasks without sacrificing service quality.

It’s important to convey your techniques for stress management during high-pressure situations, like taking deep breaths, organizing tasks, and maintaining a positive attitude. Sharing a specific instance where you showcased resilience will also strengthen your answer.

Mention any CRM systems and ticketing software you've used in the past, explaining how they enhance your ability to track and resolve customer issues. If you're unfamiliar with specific tools, express your eagerness to learn and adapt to new technologies.

Demonstrate your customer service skills by discussing your approach to addressing dissatisfaction. Stress the importance of listening to the customer, empathizing with their situation, and working collaboratively to find a satisfactory resolution.

Choose a scenario that highlights your commitment to exceptional customer service. Describe what the situation was, the actions you took to surpass the customer's expectations, and the positive outcome that ensued, showcasing your dedication to client satisfaction.

Before the interview, research RateHawk’s offerings to ensure you can discuss them knowledgeably. Highlight any specific products or services that stand out to you, and convey your enthusiasm for contributing to the company by providing excellent customer support related to these offerings.

Discuss strategies such as setting personal goals, seeking out new challenges, and finding joy in customer interactions to maintain high performance despite repetitive tasks. Sharing your commitment to quality and the impact of your work on customer experiences will demonstrate your passion.

Formulate your answer around key principles such as empathy, effective communication, and the ability to resolve issues swiftly and efficiently. Share your belief in the importance of building rapport with clients and maintaining a positive attitude, as well as being knowledgeable about products.

Express your passion for helping people, solving problems, and the satisfaction that comes from ensuring clients have positive experiences. Relating personal anecdotes about times you felt fulfilled while assisting customers can offer insight into your genuine enthusiasm for the role.