The Role
The Help Desk Executive provides technical and functional support in the travel sector, managing customer inquiries across various channels, resolving issues, and enhancing customer satisfaction through proactive engagement and problem resolution.
Summary Generated by Built In
Our client, a leading company within the travel and tourism industry, is seeking a Help Desk Executive to deliver outstanding technical and functional support across various travel solutions. The role involves managing customer inquiries and incidents through multiple channels, including phone, chat, web, and email. The successful candidate will ensure timely and accurate issue resolution, maintain detailed incident reports, and uphold high service standards. They will also identify recurring issues to improve customer satisfaction and take full ownership of resolving complex cases efficiently and professionally.
Responsibilities:
- Provide Helpdesk support across the full product range on both functional and technical issues.
- Manage incidents from omnichannel offerings that include, but are not limited to, phone, web submissions, chat, and email.
- Identify and correctly troubleshoot all problems reported to minimize the impact on customers.
- Resolve problems reported by customers locally or refer to the correct service provider for rapid resolution within established escalation procedures.
- Adhere to resolution and escalation timelines to minimize the impact on customers and continually strive for improved performance.
- Continuously increase application knowledge to identify rapidly and resolve reported problems.
- Report problems via the Incident Management System and monitor these incidents through valid updates or resolutions.
- Assist in identifying trends that can be used to improve customer satisfaction.
- Take ownership and demonstrate commitment to problem resolution for premier customers.
- Ensure all calls and incidents are handled promptly, courteously, accurately, and in accordance with company policy.
- Provide clear and detailed problem descriptions to enable incidents to be referred to outside suppliers or other teams without further clarification.
- Promote self-service support options available to customers.
Requirements
- At least 2 years of working experience within a travel agency, tour operator, or airline environment.
- GDS knowledge required. Candidates with experience in any GDS systems will be considered.
- Experience with CETS or any other leisure tool is welcome but not required.
- Strong team player with excellent communication skills.
- Ability to develop strong customer relationships through a collaborative, consultative, reliable, and empathetic approach.
- Understands how own area contributes to the business, acts as a reference for colleagues with less experience, and supports all team members.
- Influences decisions related to own activity, anticipates dependencies and consequences in complex scenarios, contributes to cross-functional projects, proposes process improvements, and is accountable for own and team commitments.
Skills Required
- At least 2 years of working experience within a travel agency, tour operator, or airline environment
- GDS knowledge required
- Experience with CETS or any other leisure tool is welcome but not required
- Strong team player with excellent communication skills
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The Company
What We Do
Shugulika Africa Limited is a quality service provider with over 12 years of industry experience, specializing in recruitment, headhunting, HR consulting, training, payroll services, and other HR services.
