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Did you know that one of the privileges of working for an airline is being able to fly around the world for free? Well, we at ID90 Travel provide the technology that makes that airline employee travel possible for the world's leading airlines. We've also become the leading one-stop comprehensive solution for airline employee travel needs. This includes providing them with exclusive rates on hotels, cruises, rental cars and more.

What does a Customer Support Specialist do?

A Customer Support Specialist offers guidance and processes complaints and issues related to platform/app usage or products. Customer Support Specialist responsibilities include resolving customer queries and recommending solutions to enhance customer's experience. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. Ultimately, this role will help establish our reputation as a company that offers excellent customer support during all interactions.

Duties/Responsibilities:

Responds to customer’s queries in a timely and accurate way, via phone, email or chat in order to provide support and/or information
Identifies customer’s needs and ensures that appropriate actions are taken to resolve customers’ problems and concerns
Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments
Works alongside a team of CS specialists, other company areas and service providers to pass on or receive information regarding customer needs
Conducts surveys to get customer’s feedback
Analyzes and reports product malfunctions to technical department
Shares customer’s requests and effective workarounds with team members
Gathers customer feedback and share with our Product, Sales and Marketing teams
Assists junior Customer Support Representatives
Meet and exceed monthly customer support goals

Required Skills/Abilities:

Excellent communication skills including active listening
Service-oriented and problem-solving skills
Patient when handling tough cases
Autonomy/Self-motivation
Ability to multi-task (phone, email, chat) is a must
Ability to navigate through multiple sites/software applications
Good understanding of basic computer skills with the ability to learn new software
Willingness learn new products, service, or new procedures
Excellent interpersonal skills

Qualifications and Experience:

Required:

Customer service experience
Proficiency in the English Language (C1)

Desired:

English Language teacher degree, English translator degree or equivalent
Tourism degree
Bilingual or abroad work experience
Experience in the tourism/airline/e-commerce industry is a plus
Experience using help desk software and remote support tools
Experience in remote work positions

Special Requirements:

Prolonged periods sitting at a desk and working on a computer
Home Internet connection (50mb minimum)
Possibility of WFH in a silent space
Availability to work during the weekends

What do we offer?

A 35-hour/week position
Paid time off
Hybrid work schedule (2 office days)
Friendly staff and an international team of people learning from one another
A competitive salary and great benefits
Travel discounts & credits

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