Travel Support Specialist
Há 5 dias
About Navan
At Navan, our mission is to power in-person connections through relentless innovation. We help our travelers focus on being there, not getting there.
We're seeking a highly skilled Travel Support Specialist to join our quickly growing Travel Experience team. As an owner of customer satisfaction, your role will be responsible for directly supporting our users' travel needs.
You will have a unique opportunity to provide regular feedback to our product, design and engineering teams as they work towards continually improving our customer-facing and internal platforms.
This is an exciting role where you will have a direct impact on our day-to-day operations, traveller experience and product development.
Key Responsibilities
- Assist our travellers with best-in-class travel support through multiple contact channels: chat, call and email.
- Maintain extensive supplier, destination and system knowledge.
- Make quick and accurate analyses of customer needs, persona and level of urgency.
- Provide accurate information for hotel, flight, car and rail bookings, as required.
- Support users with self-service of the Navan platform and app where possible.
- Respond to customers within SLA expectations and requirements.
- Follow company and customer travel and expense procedures and policies in addition to global compliance procedures.
- Provide regular feedback to stakeholders on the progress of goals and performance of key operating processes.
- Participate in team meetings to stay up to date with new product launches, supplier updates, and industry changes.
Requirements
- 3+ years of experience in TMC/BT Consultant Role covering all supplier products i.E air, rail and hotel.
- 2+ years of GDS experience (Sabre, Amadeus, Galileo) to intermediate level mandatory.
- Fluency in English is mandatory.
- IATA accreditation (WWAFT/WAII/BA2).
- Customer Service experience within a contact center or customer-facing role.
- Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce.
- Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organization.
- Ability to multitask with a desire to resolve urgent matters as quickly and efficiently as possible.
- An empathetic disposition with the ability to maintain a professional attitude at all times.
Salary Range
$60,000 - $80,000 per year, depending on experience.
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