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Job Description

Overview:

The Customer Support position is primarily responsible for coordinating activities related to Hotel Trader support on all products. This position will be the first point of contact in all support-related inquiries and will be expected to investigate and resolve issues. The customer will either be a Supply Client (Hotels) or Demand Client (Travel Partners).

Responsibilities:

• Understand and internalize Hotel Trader’s products and unique selling points.
• Answer incoming customer emails and calls regarding questions and issues on Hotel Trader products.
• Gather customer information and determine the issue by evaluating and analyzing the symptoms.
• Diagnose and reproduce customer-reported problems, and manage the resolution of the problem – including the ability to communicate with the technical team to troubleshoot as well as communicate resolution to customers effectively.
• Develop, manage, and generate customized reports providing performance reports for clients.
• Reconciliation of AP and AR.
• Maintain a high level of professionalism when interacting with clients.
• Ad hoc projects are needed to provide client satisfaction and company growth.
• Stay current with system information, changes, and updates.
  

Qualifications:

• 2-3 years of experience in call support.
• Ability to speak and write professionally in English.
• Proper phone etiquette.
• Experience in the Hotel or Travel industry is a plus.
• Ability to multitask and prioritize effectively while possessing excellent time management and organizational skills.
• Attention to detail.
• Ability to solve problems logically and critically.
• Quick to learn and retain new information.
• Proficient in Microsoft Excel, Word, and PowerPoint.
• Proficient in customer support ticketing applications such as Freshdesk.
• Willingness to cooperate with others and work for the greater good.
• Flexible working schedules including nights, overnights, weekends, and possible holidays.
• Focuses and guides self and team members in accomplishing work objectives.