Travel Agent - Research & Resolution

As a member of our Research & Resolution team, you will be responsible for directly supporting our users in their travel needs. Assisting clients and travel experience team members on any form of correspondence between customer and company. As well as provide app and travel related support. Examples may include help in finding core problems with the app, airline assistance in finding efficient routes to secure the lowest available fares, changes to existing reservations and exchanging tickets, understanding travel products and general travel services in response to identified, specific client needs by effective use and knowledge of the airline industry, GDS and third party technology.

What You'll Do:

• Assist our travelers with best-in-class personalized 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 predominantly through email and phone contact with our users and suppliers.
• Work to, thrive and achieve through KPIs that both relate to performance and behavior
• Contribute to you and your team's continual learning and up-skilling, constantly improving your travel knowledge and platform knowledge so we set the standard for best-in-class travel agents
• Build internal relationships across global teams
• Feedback to our product and engineering team to be part of the solution in our product improvement
• As part of a 24/7 global support team, you may be required to work nights/weekends/holidays as needed

What We're Looking For:

• Significant experience in a customer service role and find satisfaction in providing delight to those experiences
• Travel Industry & 5+ yrs GDS Sabre experience strong preferred
• Case Management skills with the ability to prioritize workloads & varying workflows.
• Metrics driven as an indicator and motivator of success
• A skilled communicator, proficient in both verbal and written English/language who enjoys creating personalized 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 organization