Lead Refund and Booking Modification Specialist

2 weeks ago

Montreal, Quebec, Canada Flighthub Full time

We are looking for a Lead Refund and Booking Modification Specialist to join our team. In this role, you will oversee and manage a team dedicated to resolving customer refund-related issues and booking modifications. Your role is to ensure exceptional service delivery, team performance, and continuous process improvement, aligning with company standards and customer satisfaction goals.

Many career paths can prepare you for this life-changing opportunity, but preferably, you have experience in:

Team Leadership: Supervising and mentoring the team of refund and booking modification specialists, ensuring high performance and adherence to company policies and standards. Resolve Complex Issues: Addressing escalated customer inquiries and concerns regarding refunds and booking modifications, utilizing your expertise in GDS operations to ensure efficient and accurate resolutions. Process Optimization: Developing and implementing strategies to optimize refund and booking modification processes, enhancing overall team efficiency and customer satisfaction. Quality Assurance: Establishing and maintaining robust QA monitoring frameworks to ensure that KPIs are met and systems are functioning smoothly. Communication: Facilitating clear and effective communication within the team and with customers and airlines, ensuring all parties are informed and satisfied with resolutions. Multitasking and Coordination: Overseeing the team's ability to multitask and manage multiple inquiries while adhering to diverse airline policies, ensuring timely and accurate case resolutions. Data-Driven Improvements: Utilizing a data-driven approach to analyze processes, identify trends, and implement improvements to enhance efficiency and customer satisfaction. Adaptability: Ensuring the team remains adaptable to evolving circumstances and changes in airline policies, fostering a flexible and responsive work environment. Results-Oriented Mindset: Maintaining a focus on achieving customer satisfaction and retention, encouraging a results-oriented culture within the team. Outstanding Customer Service: Upholding a commitment to providing outstanding customer service, ensuring the team resolves issues promptly and effectively in a fast-paced environment.

Requirements:

Experience: Minimum of 5 years' experience in GDS operations, specifically in ticket cancellations, refunds, and booking modifications, with at least 2 years in a leadership role. Communication Skills: Fluent in English with excellent verbal and written communication skills to effectively lead the team and communicate with customers and airlines. Leadership Skills: Proven leadership abilities, including mentoring, team management, and performance evaluation, to ensure team success. Multitasking Ability: Exceptional multitasking skills to oversee team operations and ensure efficient resolution of multiple inquiries simultaneously. Data Proficiency: Strong ability to utilize a data-driven approach to analyze processes and identify opportunities for optimization, improving team efficiency and customer satisfaction. Adaptability: Demonstrated openness to change and the ability to guide the team in adapting to evolving circumstances and policies. Results-Oriented: Commitment to achieving high customer satisfaction and retention, with a focus on exceeding expectations and delivering superior service. Service Excellence: Dedication to maintaining high standards of service excellence, prioritizing customer satisfaction, and effective resolution of refund and booking modification issues.

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