About ID90 Travel
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
- 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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What We Do
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 airlines’ employee travel needs. This includes providing them with exclusive rates on hotels, cruises, rental cars and more. Travel — particularly airline employee travel — is rapidly evolving and chock-full of tough, meaty challenges to solve. Luckily, we’ve assembled a team that is tackling these challenges. We’re bringing modern, easy-to-use technology to a market that is starved for innovation, and we’ve only scratched the surface of what’s possible. Developing amazing technology is a large part of our success, but our focus on our people and our customers is paramount. We believe that putting our employees first and doing what’s right for the customer do not have to be mutually exclusive — and that manifesto has resulted in a fun, engaging office with a loyal customer base
