Refund and Booking Modification Specialist

1 week ago

Montreal, Canada Flighthub Full time

We are looking for a Refund and Booking Modification Specialist to join our team. In this role, you will play a crucial role in resolving customer refund-related issues and booking modifications efficiently and effectively. Your primary responsibility is to provide exceptional service to customers, ensuring their refund cases and booking changes are resolved promptly and accurately through chat or phone communication.

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

Resolving Customer Refund Issues: Addressing customer inquiries and concerns regarding refunds, utilizing your expertise in GDS operations to efficiently process ticket cancellations and refunds. Managing Booking Modifications: Handling requests for booking changes, including date, time, and destination adjustments, ensuring all modifications are processed accurately and promptly. Communication: Communicating clearly and effectively with customers and airlines via calls and chats, ensuring all parties are informed and satisfied with the resolution. Multitasking: Demonstrating exceptional multitasking skills to manage multiple inquiries and adhering to diverse airline policies simultaneously, ensuring timely and accurate resolution of refund and booking modification cases. Data-Driven Approach: Utilizing a data-driven approach to analyze refund and modification processes, identifying opportunities for optimization, and improving overall efficiency and customer satisfaction. Adaptability: Remaining open to change and adapting to evolving circumstances, adjusting your approach as necessary to meet the needs of customers and changes in airline policies. Results-Oriented Mindset: Maintaining a results-oriented mindset focused on achieving customer satisfaction and retention, striving to exceed expectations and uphold the highest standards of service delivery. Outstanding Customer Service: Providing outstanding customer service in a fast-paced environment, demonstrating dedication to resolving customer issues promptly and effectively.

Requirements:

Experience: Minimum of 2 years' experience in GDS operations, specifically in ticket cancellations, refunds, and booking modifications, demonstrating proficiency in navigating diverse airline policies. Multitasking Ability: Exceptional multitasking skills to manage inquiries and rules simultaneously, ensuring efficient resolution of refund and booking modification cases. Data Proficiency: Ability to utilize a data-driven approach to analyze processes and identify opportunities for optimization, improving overall efficiency and customer satisfaction. Adaptability: Openness to change and willingness to adapt to evolving circumstances, ensuring flexibility in approach and response to customer needs. Results-Oriented: Demonstrated commitment to achieving customer satisfaction and retention, maintaining a results-oriented mindset focused on exceeding expectations. Service Excellence: Dedication to providing outstanding service in a fast-paced environment, prioritizing customer satisfaction and resolution of refund and booking modification issues.

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