Customer Support Representative

Join a Rapidly Growing Global Organization

At Snowstorm Technologies, we are a global leader in smart, social, and highly collaborative planning solutions for the travel industry. Staying ahead of the curve means anticipating business trends and getting there first—and that's exactly what we do.

Our innovative booking solutions enable our customers to expand their revenue streams and streamline their sales processes with ease. Our intuitive, user-friendly interfaces make adoption simple, helping our clients unlock their full potential.

We're looking for passionate individuals to join our team in delivering top-tier travel management services to our clients.

Job Description:

As a Travel Consultant, you will be responsible for managing and fulfilling client travel requests using multiple GDS systems. This role involves booking, ticketing, quality control, and providing superior customer service while handling complex travel itineraries. You will be working in a fast-paced, 24x7 contact centre environment, interacting with customers across multiple channels such as phone, email, and chat.

Key Responsibilities:

• Process ticket requests in multiple GDS systems, including Sabre (required). Handle voids, exchanges, refunds, and file finishing.
• Monitor queues and ensure accurate and timely fulfillment of travel requests.
• Provide solutions for travel-related issues during after-hours or emergencies.
• Handle complex multi-segment international and domestic fares, including changes, exchanges, and international fare construction.
• Communicate effectively with clients across various channels (phone, email, and chat), ensuring customer satisfaction in all interactions.
• Troubleshoot technical issues and provide relevant solutions.
• Deliver customer service activities, including answering queries, assisting with requests, and analyzing and solving issues while maintaining customer value.
• Become an expert in the features and functions of the company's travel platform.
• Perform administrative tasks independently, as needed.
• Ensure compliance with organizational standards and industry regulations in every interaction.
• Provide feedback and follow up with customers to resolve issues in a timely manner.

Qualifications:

• Minimum 2+ years of experience in travel management with proficiency in Sabre GDS (required). Exposure to Amadeus and Travelport is a plus.
• Strong knowledge of quality control, ticketing, scripting, and complex fare rules.
• Experience with customer service in a contact centre or travel industry environment.
• Proficiency in international fare construction and airline routing principles.
• Decisive problem-solving skills and the ability to handle technical troubleshooting.
• Superior verbal and written communication skills with strong interpersonal and organizational abilities.
• Proficient in MS Office, email applications, and Internet browsers.
• Familiarity with global geography and international destinations.
• Ability to work under minimal supervision and adapt to a dynamic, fast-paced environment.
• Relevant degree in Travel and Tourism, or equivalent.
• Ability to support a 24x7 shift environment, including regular, after hours, and holiday shifts.

Key Attributes:

• A creative, adaptable, and fast learner who takes initiative.
• Great attention to detail and excellent multitasking skills.
• Strong team player who supports the success of the team.
• High level of conversational and written English proficiency.
• Willingness to grow and expand knowledge of procedures, products, and services.

Role: Customer Support Representative

Organization: Snowstorm Technologies Global Travel Solutions Inc.

Compensation: $ / hr

Job Type: Full time l Shift-based (24x7, including after hours, overnights, weekends, and holidays)

Job location: Virtual

Qualifications: High school diploma/GED required (bachelor's degree preferred)

Paid Leaves: 10 days / year

Other perks: Paid training & Benefits Plan (optional)