Customer Support Analyst with German
客户支持分析师将加入全球旅游技术公司，并被集成到其日常客户支持运营中。该角色将集中在协助旅行行业的客户，解决询问和确保整个公司平台和解决方案中的流客户体验上。RESPONSABILITIES: · 在公司的全产品范围内的帮助台支持，通过多种频道覆盖功能和技术问题，包括电话，网络，聊天和电子邮件。·识别和故障处理报告的问题以最大限度地减少客户影响，尽可能直接解决它们或向适当服务提供商扩大它们。· 按照既定的解决方案和升级时间表，同时不断发展产品和应用知识。·通过内部事件管理系统记录，监控和跟踪事件，确保客户获得准确的更新到解决方案。· 负责客户问题并确保所有交互处理迅速，专业地和符合内部程序。· 在适当情况下支持客户使用可用的自助服务工具和资源。你是否可以？·需要先进的德语和英语技能。·至少在旅行社，旅游运营商或航空公司环境中经验2年。· 需要与 GDS 系统工作的前经验。最好是加利略 GDS 体验，但也将考虑具有其他 GDS 平台知识的候选人。· 与 CETS 或其它休旅行工具的经验被认为是一种优势，但不是强制性的。· 有良好的客户关系技能，有协作，咨询，可靠和同情态度。· 卓越的沟通技巧和强大的团队导向思维方式。· 你将加入一个多样化和包容的工作环境，鼓励开放的沟通，合作，以及员工自信地分享他们的想法和观点。最初发布在喜马拉雅山。
查看英文原文
The Customer Support Analyst will join a global travel technology company and be integrated into its day-to-day customer support operations. The role will focus on assisting travel industry clients, resolving inquiries, and ensuring a smooth customer experience across the company’s platforms and solutions.
RESPONSABILITIES:
- Provide Helpdesk support across the company’s full product range, covering both functional and technical issues through multiple channels, including phone, web, chat, and email.
- Identify and troubleshoot reported issues to minimize customer impact, resolving them directly whenever possible or escalating them to the appropriate service provider.
- Follow established resolution and escalation timelines while continuously developing your product and application knowledge.
- Log, monitor, and track incidents through the internal Incident Management System, ensuring customers receive accurate updates through to resolution.
- Take ownership of customer issues and ensure all interactions are handled promptly, professionally, and in line with internal procedures.
- Support customers in using available self-service tools and resources whenever appropriate.
Could this be you?
- Advanced German and English skills are required.
- At least 2 years of experience within a travel agency, tour operator, or airline environment.
- Previous experience working with GDS systems is required. Galileo GDS experience is preferred, but candidates with knowledge of other GDS platforms will also be considered.
- Experience with CETS or other leisure travel tools is considered an advantage, but is not mandatory.
- Strong customer relationship skills, with a collaborative, consultative, reliable, and empathetic approach.
- Excellent communication skills and a strong team-oriented mindset.
- You will join a diverse and inclusive work environment that encourages open communication, collaboration, and employees to confidently share their ideas and perspectives.
Originally posted on Himalayas