• 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.