CUSTOMER SUPPORT EXECUTIVE Travel/Flights London, England
Job description
Travelfusion is the world's largest travel B2B content aggregator for LCCs (Low Cost Carriers) and FSCs (Full Service Carriers) processing hundreds of millions of daily transactions with tens of thousands of daily flight bookings. Travelfusion’s platform powers the world’s leading online leisure and business travel agencies, as well as the meta search and travel ecommerce sites. The business also offers shopping and bookings of hotels and rail operators. Travelfusion is also the leader in direct payment and settlement solutions - tfPay - which manages payments and reconciliations for millions of air tickets. We are a dynamic SaaS technology company, rapidly growing profitable business with 150 employees based in London, Shanghai and Thessaloniki.
We are seeking a Booking Customer Support Executive to join our London-based global operations team. As a member of our operations team you will assist with the handling of bookings from international corporate customers including airlines, online travel agents, hotels and train companies. The ideal candidate will be professional, organised and reliable and able to demonstrate excellent verbal and written communication skills both on the telephone and via email. Additionally you will be persuasive and methodical with the ability to pay close attention to detail when reviewing complex booking data. You will also be a dynamic team player and able to multitask in a busy environment working to tight deadlines. Apart from the supporting customers the role also includes identifying and investigating problematic trends in booking activity and reporting to the bookings and operations team. As you will have exposure to real-time systems and services, discretion and confidentiality is a must. This role is a permanent, full-time hybrid based position (City of London) and candidates must be able to work a shift rotation pattern of days/evenings including some weekends.
Duties and Responsibilities
Booking Support:
- Handling bookings from international clients and contacting suppliers over the telephone
- Cross checking the accuracy of the data
- Supporting and resolving real time booking errors & report to the operations and bookings team
- Reviewing booking data
- Identifying and investigating problems in the booking activity
- Assessing the booking performance
- Diagnosing trends and patterns in booking data
Monitoring
- Responsible for monitoring real-time booking systems
- Analysing performance statistics
- Reading graphs and statistics
- Proactively identifying, diagnosing and investigating problematic trends displayed in the internal reporting tools
- Data mining
Required skills and knowledge
- Excellent communication skills
- Client focused
- Team player
- Well organised and flexible
- Responsible and reliable, a patient thinker, able to remain calm in difficult situations
- Data mining and analytical skills with a strong passion for problem solving
- Ability to diagnose trends and patterns in booking data
- Good attention to detail
- Excellent decision making skills
- Good interpersonal skills; ability to build rapport with clients and suppliers
- Ability to demonstrate strong IT skills and able to utilise internal monitoring tools for assessing the system performance
- Ability to demonstrate a high degree of discretion and confidentiality
- Travel industry experience e.g. OTA/TMC
Desired skills and knowledge
- Good working knowledge of spreadsheets
- Basic understanding of web coding languages - HTML/XML - an advantage.
- Commercial experience in a similar support role
- Experience of using Real Time information
Job Types: Full-time, Permanent, Graduate
Salary: From £28,000.00 per year
Benefits:
- Casual dress
- Company pension
- Flexitime
Schedule:
- 8 hour shift
- Flexitime
Supplemental pay types:
- Performance bonus
- Yearly bonus
Ability to commute/relocate:
- London: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Work Location: Hybrid remote in London
Reference ID: KRP03/23
