Associate Consultant – Customer Experience Expert
1 week ago
RateGain is a leading provider of SaaS products that empower travel and hospitality companies to maximize revenue through cognitive revenue management, smart e-distribution, and brand engagement. With a global presence, RateGain supports 250,000+ hotel properties by providing 240 billion rate and availability updates, powering over 30 million bookings. The company is trusted by 25 out of the top 30 OTAs, world's fastest-growing airlines, 23 of the top 30 hotel chains, tour operators, and wholesalers, all top car rental companies, largest cruise lines, and the largest travel management companies.
Shift Timings: As per the roster in a 24/7 environment
Job Location: Noida
Position Summary:
An Associate Consultant must have a deep understanding of RateGain's hospitality products and the industry. They ensure that customer queries are addressed swiftly and with quality standards. The Associate Consultant is an expert in technical support, record-keeping, and client request facilitation.
Responsibilities:
- Handle customer requests and resolve technical and non-technical issues during the first contact for assigned products.
- Provide professional phone and online support for global customers.
- Document all customer interactions.
- Call back customers waiting for follow-up in the agreed timeframe.
- Demonstrate ownership and willingness to resolve issues in a timely manner.
- Manage customer communication with the appropriate level of etiquette, timeliness, and professionalism, while working towards achieving operational targets.
- Understand the issue's business impact and respond accordingly.
- Resolve undocumented customer issues through advanced problem-solving.
- Provide status updates and relevant information to support teams and customers within specified SLAs.
- Forward issues/escalations to the next level of support for further resolution.
- Participate in Business Intelligence processes, including Knowledgebase document creation.
- Responsible for ongoing knowledge and skills development and identifying developmental needs.
- Proficient in written and spoken English.
- Willing to work in a night shift or 24/7 environment.
Desired Candidate:
Bachelor's degree or equivalent required.
Total work experience of 5-7 years.
Experience in managing clients.
Proficient in written and spoken English.
Basic SQL will be an added advantage.
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