Travel Support Consultant, London
Location
London
Employment Type
Full time
Department
Operations Travel Operations
OverviewApplication
The candidate must be able to work UK business hours, with some flexibility on shift patterns. We are making travel effortless. Join us. Whether it’s to visit the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is an essential part of our lives. Yet we've all experienced the aches and pains of getting to our destination. Today, more than 4 billion airline passengers rely on technology that hasn't kept up with the expectations of the modern connected traveller. That’s why we’ve started to rebuild the infrastructure that underpins the travel industry. We’re on a mission to unravel travel — simplifying systems and building the tools that will make the future of travel effortless. We were part of Y Combinator S18's cohort and we are backed by Benchmark, Blossom, Index Ventures and Kima Ventures. A fantastic set of investors that has helped build some of the world's largest companies. Something to consider when reading this job advert We know people engage with job adverts differently. Some will view it as a checklist that needs to be at 100% before applying; others will see 60% as good enough.If you think you have what it takes but don't necessarily meet all the requirements on the job description, please still get in touch. We'd love to have a chat, learn more about you and see if it could be a great fit. Travel Operations at Duffel The Travel Ops team is there to handle all types of queries related to bookings - whether that's voluntary changes requested by the passenger or involuntary changes initiated from the airline's side. We work with our customers to make sure that their travellers receive great customer service. This role is more than a typical customer support job. You may have experience of one or more of the following roles: Travel Advisor, Travel Agent, Travel Consultant, Travel Sales Consultant, Ticketing Agent, Travel Counsellor. What we're looking for in you Must be able to work UK business hours, with some flexibility on shift patterns. Must be able to come into the London office twice a week. At least 3 years worth of experience using a GDS (Travelport/Galileo or Sabre preferred) Strong knowledge of air fares, ticketing, re-issues and refunds Experience with NDC systems such as Farelogix SPRK, IAG TAP strongly preferred Ability to think outside-the-box and willingness to go the extra mile Customer obsessed, you're passionate about delivering exceptional customer service Experience using Zendesk for customer support queries is preferred (Voice, Chat & Email channels) Previous experience with BSP Link or ARC knowledge is preferable
What you'll be doing
- You’ll be the first point of contact for our customers,
- Handling incoming emails,
- Calls and live chat messages for customer queries,
- Bringing back client feedback and insights to improve products and customer journey,
- Supporting reconciliation,
- Management of ADMs,
- Training new team members,
- Building relationships with travellers & travel sellers using the Duffel platform,
- Acting as an escalation point for the Outsource Team when needed
Duffel enables any business, from startups to large enterprises, to sell travel by shopping, booking, and managing flights, stays, and travel extras. It offers APIs and product suites for flights and stays with features like flight search, loyalty perks, seat and bag additions, order management, hotel commissions, global property inventory, loyalty benefits, and rich content.
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