Senior Customer Support Specialist (Morning Shift)
Entravel
- Рівень:
- senior
- Джерело:
- jobs.dou.ua
Що робити
- Negotiate with hotels and suppliers via phone and email to resolve booking disputes, waive cancellation fees, and secure refunds for customers.
- Provide excellent service for VIP clients, ensuring rapid response times, swift resolutions, and personalized communication based on previous interaction history.
- Act as the final point of escalation for the most challenging customer cases, using advanced empathy and persuasion skills to restore loyalty.
- Assist customers via chats and emails, delivering empathetic and tailored solutions that address their unique needs.
- Mentor junior staff on how to handle high-pressure negotiation calls.
Що очікуємо
- C1/Advanced English is a must. You should be comfortable negotiating over the phone and via email with international partners and hotels.
- 3+ years in Customer Support, with a strong preference for the travel, hospitality, or OTA sectors, involving both B2B and B2C interactions.
- Strong understanding of customer communication workflows, with expertise in managing ticket lifecycles, prioritization, and escalation processes.
- Ability to quickly master Entravel’s internal CRM and booking engines, along with the nuances of global travel regulations.
- Proven ability to multitask and switch seamlessly between phone, live chat, and email channels during busy shifts.
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