Travel Support Consultant, US

The role

You will be the first point of contact for customers, handling emails, calls, and live chat messages. You will also provide client feedback to improve products and support team functions like reconciliation and training.

What you will do

• Handle incoming emails, calls and live chat messages to assist with customer queries
• Bring back client feedback and insights to help build better products and improve customer journey
• Support team functions including reconciliation, management of ADMs and training new team members
• Build relationships with travellers and travel sellers using the Duffel platform
• Act as an escalation point for the Outsource Team

Required qualifications

• At least 3 years worth of experience using a GDS
• Strong knowledge of air fares, ticketing, re-issues and refunds
• Ability to think outside-the-box and willingness to go the extra mile
• Customer obsessed and passionate about delivering exceptional customer service
• Must be able to work Pacific Time business hours, with some flexibility on shift patterns

Nice to have

• Travelport/Galileo or Sabre preferred
• Experience with NDC systems such as Farelogix SPRK, IAG TAP strongly preferred
• Experience using Zendesk for customer support queries is preferred (Voice, Chat & Email channels)
• Previous experience with BSP Link or ARC knowledge is preferable

Benefits

• Everyone who joins Duffel owns a share of the company

About the company

Duffel is rebuilding the infrastructure that underpins the travel industry to make travel effortless. They were part of Y Combinator S18's cohort and are backed by Benchmark, Blossom, Index Ventures and Kima Ventures.