About ID90 Travel

Did you know that one of the privileges of working for an airline is being able to fly around the world for free? Well, we at ID90 Travel provide the technology that makes that airline employee travel possible for the world's leading airlines. We've also become the leading one-stop comprehensive solution for airline employee travel needs. This includes providing them with exclusive rates on hotels, cruises, rental cars and more.

What does a Customer Support Specialist do?

A Customer Support Specialist offers guidance and processes complaints and issues related to platform/app usage or products. Customer Support Specialist responsibilities include resolving customer queries and recommending solutions to enhance customer's experience. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. Ultimately, this role will help establish our reputation as a company that offers excellent customer support during all interactions.

Duties/Responsibilities:

• Responds to customer’s queries in a timely and accurate way, via phone, email or chat in order to provide support and/or information
• Identifies customer’s needs and ensures that appropriate actions are taken to resolve customers’ problems and concerns
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments
• Works alongside a team of CS specialists, other company areas and service providers to pass on or receive information regarding customer needs
• Conducts surveys to get customer’s feedback
• Analyzes and reports product malfunctions to technical department
• Shares customer’s requests and effective workarounds with team members
• Gathers customer feedback and share with our Product, Sales and Marketing teams
• Assists junior Customer Support Representatives
• Meet and exceed monthly customer support goals

Required Skills/Abilities:

• Excellent communication skills including active listening
• Service-oriented and problem-solving skills
• Patient when handling tough cases
• Autonomy/Self-motivation
• Ability to multi-task (phone, email, chat) is a must
• Ability to navigate through multiple sites/software applications
• Good understanding of basic computer skills with the ability to learn new software
• Willingness learn new products, service, or new procedures
• Excellent interpersonal skills

Qualifications and Experience:

Required:

• Customer service experience
• Proficiency in the English Language (C1)

Desired:

• English Language teacher degree, English translator degree or equivalent
• Tourism degree
• Bilingual or abroad work experience
• Experience in the tourism/airline/e-commerce industry is a plus
• Experience using help desk software and remote support tools
• Experience in remote work positions

Special Requirements:

• Prolonged periods sitting at a desk and working on a computer
• Home Internet connection (50mb minimum)
• Possibility of WFH in a silent space
• Availability to work during the weekends

What do we offer?

• A 35-hour/week position
• Paid time off
• Hybrid work schedule
• Friendly staff and an international team of people learning from one another
• A competitive salary and great benefits
• Travel discounts & credits