Travel & Support Consultant

Your Role

As a Travel & Support Consultant, you will:

• Be the First Point of Contact: Triaging inbound queries and support triggers as well as responding effectively to calls and chat-based inquiries.
• Platform Expert: Become a super-user to resolve platform-related questions and issues swiftly.
• Manage Travel Arrangements: Review travel plans and preempt potential service or travel issues. Address and solve any arising problems proactively.
• Maintain Systems: Help tune and maintain our tools and systems so they can help and support the team to deliver more efficient, effective and consistent support.
• Enhance User Experience: Collaborate with the TruTrip team to identify ways to reduce support requests. Regularly reach out to users for actionable feedback and new opportunities.

Key Performance Metrics

• User Feedback: Maintain high satisfaction rates.
• Response Time: Ensure a swift first reply.
• Accuracy: Deliver precise and reliable service.

About You

We're looking for someone who:

• Loves Helping People: Has experience in customer service within the travel and hospitality industry. Demonstrated ability to provide amazing support that genuinely helps customers.
• Is Tech-Savvy: Comfortable with software and internet tools. An inner geek when it comes to technology. Strong interest in AI.
• Understands Business Travel: Familiar with the unique needs of business travelers versus vacation travelers.
• Is Innovative and Collaborative: Thrives on improving processes, methods, and communications. Aspires to contribute to the development of our systems and solutions.
• Excels in Customer Support: Conversant with support software like Zendesk. Comfortable handling chat, call, and email requests.
• Has Strong Sabre GDS Experience: Practical experience with Global Distribution Systems (e.g., Sabre) for managing travel plans. Preferably over 1 year of experience.
• Communicates Effectively: Professional proficiency in English, both written and verbal. Low typo issues when responding via email and chat.
• Is Adaptable and Reliable: Happy to work in a predominantly remote environment. Has steady and reliable internet access. Can provide their own computer.
• Mandarin language skills: Preferred and will definitely give your application an edge.

What We Offer

• Competitive Salary
• Flexible Leave Policy
• Growth Opportunities