The Customer Support Analyst will join a global travel technology company and be integrated into its day-to-day customer support operations. The role will focus on assisting travel industry clients, resolving inquiries, and ensuring a smooth customer experience across the company’s platforms and solutions.
RESPONSABILITIES:
Provide Helpdesk support across the company’s full product range, covering both functional and technical issues through multiple channels, including phone, web, chat, and email.
Identify and troubleshoot reported issues to minimize customer impact, resolving them directly whenever possible or escalating them to the appropriate service provider.
Follow established resolution and escalation timelines while continuously developing your product and application knowledge.
Log, monitor, and track incidents through the internal Incident Management System, ensuring customers receive accurate updates through to resolution.
Take ownership of customer issues and ensure all interactions are handled promptly, professionally, and in line with internal procedures.
Support customers in using available self-service tools and resources whenever appropriate.
Could this be you?
Advanced German and English skills are required.
At least 2 years of experience within a travel agency, tour operator, or airline environment.
Previous experience working with GDS systems is required. Galileo GDS experience is preferred, but candidates with knowledge of other GDS platforms will also be considered.
Experience with CETS or other leisure travel tools is considered an advantage, but is not mandatory.
Strong customer relationship skills, with a collaborative, consultative, reliable, and empathetic approach.
Excellent communication skills and a strong team-oriented mindset.
You will join a diverse and inclusive work environment that encourages open communication, collaboration, and employees to confidently share their ideas and perspectives.