Position: Customer Support Specialist

About Us: ID90 Travel is a privately held technology company that provides travel solutions for airlines and their employees. 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 airlines’ employee travel needs. This includes providing them with exclusive rates on hotels, cruises, rental cars and more.

Job Description: 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.

Responsibilities:

1. Respond to customer queries in a timely and accurate way, via phone, email or chat to provide support and/or information.
2. Identify customer needs and ensure that appropriate actions are taken to resolve customers’ problems and concerns.
3. Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
4. Work alongside a team of CS specialists, other company areas, and service providers to pass on or receive information regarding customer needs.
5. Conduct surveys to get customer feedback.
6. Analyze and report product malfunctions to the technical department.
7. Share customer requests and effective workarounds with team members.
8. Gather customer feedback and share with our Product, Sales, and Marketing teams.
9. Assist junior Customer Support Representatives.
10. Meet and exceed monthly customer support goals.

Required Skills/Abilities:

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

Required Qualifications:

1. Proficiency in the English Language (C1).

Desired Qualifications:

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

Special Requirements:

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

Why Join Us:

1. Opportunity to work in the dynamic and growing travel industry.
2. Collaborate with a talented and passionate team.
3. Contribute to innovative products that enhance user experiences.
4. Grow your career in a supportive and inclusive environment.
5. Friendly staff and an international team of people learning from one another.
6. A 35-hour/week position.
7. A competitive salary and great benefits.
8. Referral bonus.
9. PTO.
10. Free closed parking lot.

Apply now to join our team and help shape the future of travel technology.