Associate Consultant – Customer Experience

6 months ago

Noida, India RateGain Full time
About RateGain:

RateGain is a leading provider of SaaS products, which help travel and hospitality companies with cognitive revenue management, smart e-distribution, and brand engagement to make more revenue every day. RateGain is proud to support 250,000+ hotel properties globally by providing 240 billion rate and availability updates & powering over 30 Million bookings. RateGain 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. In 2018, RateGain acquired DHISCO, which made it the only company in the world to offer end-to-end smart distribution. In June 2019, RateGain acquired award-winning BCV to offer guest experience cloud to maximize guest lifetime value for hospitality chains. Rategain further acquired MHS in 2021, a leading online direct revenue acquisition partner for hotels with an aim to improve their profitability and distribution independence.

Sh i ft Timings- As per the roster in 24/7 Environment

Jo b Location-Noida

Position Summary

An Associate PC must have a deep understanding of the RateGain portfolio of hospitality products and the hospitality industry in general. They ensure that their all queries raised by customers are addressed swiftly and with utmost quality standards. An Associate PC is an expert in all aspects relating to technical support, record keeping and facilitation of client requests.

Responsibilities

Handling customer requests and resolving customer’s technical and non-technical issues as often as possible during the first contact for assigned products. Provide a professional & competent standard of phone and online support (Chat) 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. Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets. Understanding of escalation handling procedures. Understand the issue’s business impact & put efforts accordingly to ensure a time response and Resolution for the customer. Resolve undocumented customer issues through advanced problem solving. Provide status updates and relevant information to support teams and customers within the specified SLAs should adhere to the time in tier matrix. Should forward any issues/escalations to next level of support for further resolution Participation in Business Intelligence processes including taking an active role in Knowledgebase document creation. Responsible for ongoing knowledge and skills development and for identifying developmental needs and addressing knowledge gaps Should be proficient in written and spoken English. Should be willing to work in 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

Should be proficient in written and spoken English

Basic SQL will be an added advantage

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