Customer Success Specialist

4 months ago

Montréal QC, Canada FlightHub Full time

**UNCAGE YOUR** **AMBITION **as a
Customer Success Specialist**:
We are **FlightHub Group**, an ambitious team of people that created **FlightHub** and **Justfly**. Our brands have grown to become two of the top-ranked travel agencies in North America. We now serve over 3 million customers per year, totaling 3 billion dollars in sales, and, whereas the pandemic may have slowed us down a little, we are coming back even stronger. We dream big, pursue passionately, and follow through with resolute self-belief and rigorous commitment. We are a group of individuals sharing a common vision and values, having come together to pursue a collective mission: overtaking the #1 spot in the world.

We are looking for a Customer Success Specialist** **with a minimum of 1-2 years experience to join our team. Working alongside Bettina, our Delivery Manager, you will be tasked with managing all incoming requests for pricing, ticketing, and post-booking PNR servicing from airline partners. While monitoring GDS queues (primarily Amadeus and Worldspan), you will also be working directly with our third-party providers, in order to assist with any queries for post-booking products (B2B). It is imperative that all new policies and/or updates are properly documented, categorized and stored to ensure efficient workflow across internal departments. Our Back Office Support team works on ad-hoc projects and lends a hand to our Customer Service & Delivery teams when needed.

Many career paths can prepare you for this life-changing opportunity, but preferably, you're highly skilled in:

- Communicating in English, and French, additional languages considered an asset;
- Working with Zendesk;
- Working with Microsoft Office (Excel & Word)
- Ability to work in a fast-paced tech environment;
- Operating a GDS (Amadeus, Worldspan);
- Solid customer service background combined with a problem-solving attitude to better motivate your team to achieve specific goals;
- Ensuring high quality support and an increase in customer satisfaction;
- Dealing with BPOs, 3rd parties, and team members while using an appropriate tone and empathy.
- **Please note this position is in Montreal, Quebec and on-site**

**Show us your drive and join our team**

**LIBÉREZ VOTRE AMBITION - DEVENEZ**
**Spécialiste de la réussite des clients**:
Nous sommes le groupe FlightHub, nous formons une équipe ambitieuse derrière les agences de voyages en ligne FlightHub et Justfly. Nos marques sont devenues deux des agences de voyages en ligne les plus importantes en Amérique du Nord. Nous servons maintenant plus de trois millions de clients par année, et générons au-delà de trois milliards de dollars de ventes, et, même si la pandémie nous a un peu ralenti, l'industrie des voyages recommence à montrer des signes de vie, et le moment est propice pour vous joindre à nous parce que nous en profitons pour revenir encore plus forts. Nous rêvons en grand, nous poursuivons nos objectifs avec passion, et nous avons confiance en notre habilité à les atteindre.

Nous recherchons un spécialiste de la réussite des clients avec un minimum de 1 à 2 ans d'expérience pour rejoindre notre équipe. Aux côtés de Bettina, notre Delivery Manager, vous serez chargé(e) de gérer toutes les demandes entrantes de tarification, de billetterie et de service PNR post-réservation émanant des compagnies aériennes partenaires. Tout en surveillant les files d'attente des GDS (principalement Amadeus et Worldspan), vous travaillerez également directement avec nos fournisseurs tiers, afin de répondre à toutes les demandes concernant les produits de post-réservation (B2B). Il est impératif que toutes les nouvelles politiques et/ou mises à jour soient correctement documentées, classées et stockées afin d'assurer un flux de travail efficace dans les départements internes. Notre équipe Back Office Support travaille sur des projets ad-hoc et prête main forte à nos équipes Customer Service & Delivery en cas de besoin.

De nombreux parcours professionnels peuvent vous préparer pour cette opportunité unique, mais de préférence, vous êtes hautement qualifiés en:

- Communiquer en anglais et en français, d'autres langues étant considérées comme un atout ;
- Travailler avec Zendesk ;
- Travailler avec Microsoft Office (Excel et Word)
- Capacité à travailler dans un environnement technologique en constante évolution ;
- Utilisation d'un GDS (Amadeus, Worldspan) ;
- Une solide expérience du service à la clientèle combinée à une attitude de résolution de problèmes pour mieux motiver votre équipe à atteindre des objectifs spécifiques ;
- Assurer un support de haute qualité et une augmentation de la satisfaction des clients ;
- Traiter avec les BPO, les tiers et les membres de l'équipe en utilisant un ton approprié et en faisant preuve d'empathie.
- **Veuillez noter que ce poste est situé à Montréal, au Québec et sur place.**

L

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