Customer Support Consultant

Summary

Join our team as a Customer Support Consultant and thrive in a multicultural and multilingual, fully remote work environment. Deliver prompt and professional support to B2B and B2C customers via calls, emails, and chats, resolving inquiries efficiently. Act as the primary escalation contact for complex cases and collaborate with external partners to manage booking-related issues. Foster strong customer relationships, utilize multiple software tools, and work cross-functionally with internal teams. Provide feedback to improve customer service workflows. Enjoy a flexible schedule, good bonuses for referring friends, paid intensive training, and a work-life balance.

Requirements

• Excellent English skills (C1 for both spoken and written)
• Proven customer experience in the travel or hotel industry is a must
• Experience with Zendesk or other CRM platforms
• Experience handling customer interactions across all three communication channels: emails, calls and chats
• Analytical and research skills
• Positive, responsible and proactive attitude
• Proven capability to handle a high volume of customer inquiries and multitask without sacrificing quality
• Strong ability to quickly learn and work with multiple software tools and platforms
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

Responsibilities

• Deliver prompt and professional support to both B2B and B2C customers via calls, emails and chats, addressing inquiries and resolving issues efficiently
• Act as the primary escalation contact for complex cases, ensuring swift and effective resolution
• Collaborate closely with external partners such as hotels, booking platforms, and service providers to manage and resolve booking-related concerns or disputes
• Foster strong, empathetic relationships with customers, guiding them towards satisfactory solutions and enhancing customer loyalty
• Utilize multiple software tools and platforms to monitor case progress, communicate with customers, and document resolutions
• Securely work with customers’ sensitive information
• Work cross-functionally with internal teams to deliver comprehensive solutions
• Provide feedback to improve customer service workflows and operational processes

Benefits

• Flexible schedule
• Opportunity to work fully remotely
• Inclusive international environment
• Compensation in USD
• Good bonuses for referring friends
• Paid intensive training and probation
• Work-life balance
• Responsive management interested in your growth and long-lasting cooperation
• Greenhouse conditions for self-development