Maklai is a Ukrainian product IT company with 19 years of experience in the international market.
We develop travel products that help users plan their trips more conveniently — find the best accommodation options and access all the essential and useful information they need before travelling.
We are currently looking for a Customer Support Representative who will provide excellent service to our users and help them resolve issues related to bookings and travel.
This role is perfect for someone who communicates fluently in English, has strong analytical and problem-solving skills, and is not afraid to independently find solutions in challenging situations.
What you will do:
Handle customer inquiries related to bookings, payments, cancellations, changes, and other travel-related matters in English, both verbally and in writing.
Analyze each inquiry, identify the issue, and find the best possible solution for the customer.
Independently search for the necessary information and communicate with hotels, partners, and other parties to resolve non-standard situations.
Record and organize customer inquiries in internal systems.
Analyze recurring customer issues and share insights with the team to help improve our product and service.
Maintain high standards of service quality and response efficiency.
What we are looking for:
Fluent / Advanced English is a must. You should be confident and able to communicate clearly and professionally in English, both verbally and in writing.
A problem-solving mindset: the ability to quickly analyze a situation, identify the root cause of an issue, and find the best possible solution. For us, it is important not just to respond to a customer but to genuinely help resolve their issue.
Strong analytical skills: the ability to navigate large amounts of information and independently find the necessary data and contacts.
Strong attention to detail when working with bookings and personal data.
A high level of independence, initiative, and responsibility for the final result.
Stress resilience, diplomacy, and the ability to remain calm in challenging or conflict situations.
Basic proficiency in Microsoft Office.
Nice to have:
Previous experience in Customer Support, Customer Service, the Travel/Hotel Industry, or related fields. However, we are also open to considering candidates without direct experience if they have strong English skills.
Knowledge of an additional foreign language.
What we offer:
The opportunity to work on products for the international market used by millions of people.
A friendly and supportive product team that is always ready to help and share knowledge.
The flexibility to work remotely from anywhere in the world or from our office in Kyiv (Holosiivska metro station).
Working hours: 10:00 AM—7:00 PM Kyiv time.
Minimum bureaucracy and maximum opportunity to make a real impact on our products and processes.
Paid vacation and sick leave.
Health insurance.
Compensation for professional development, including training, conferences, courses, and meetups.
Mentorship and support in developing your professional skills and competencies.
If you are passionate about the travel industry and ready to help users from all over the world throughout their travel journey, we would love to hear from you! Send your CV to job@maklai.com.ua
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