Customer Care Lead Consultant

Navan (TripActions)

Bengaluru, India
On-site
Advanced travel industry knowledge
Global geography and market nuances
Problem-solving and critical thinking
Navan (TripActions) is seeking a Customer Care Lead Consultant in Bengaluru, India, who will handle escalations in the travel industry with a focus on customer service and problem-solving. The ideal candidate should possess extensive experience in the travel management sector and multiple GDS systems

Job Summary

  • Responsible and accountable for dealing with escalations, Customer Care Leads are innate problem solvers and critical thinkers who leverage all resources to find the best outcomes for customers and users.
  • Prioritize and respond to support inquiries and escalations via calls, email, and chat while meeting agreed SLAs and work to resolve escalations submitted to them when a customer has been negatively impacted.
  • Provide comprehensive feedback and follow up to various teams where necessary to address issues, product failures, or training requirements and document all inquiries, requests, resolutions, and follow-up tasks.

Matching Summary

Match Score: 85

Navan (TripActions) is seeking a Customer Care Lead Consultant in Bengaluru, India, who will handle escalations in the travel industry with a focus on customer service and problem-solving. The ideal candidate should possess extensive experience in the travel management sector and multiple GDS systems.

Skills & Requirements

Must-have

  • Advanced travel industry knowledge
  • Global geography and market nuances
  • Problem-solving and critical thinking
  • Prioritize and respond to inquiries
  • Analyze root causes of escalations
  • Communicate with customers and stakeholders
  • Oversee refunds and compensation

Nice-to-have

  • Empathetic and professional attitude
  • Independent thinker and resourceful
  • Growth mindset and continuous improvement
  • Build trust with C-suite customers

Key Requirements

  • 9+ years in TMC/BT Consultant Role
  • 5+ years with multiple GDS experience
  • Intermediate Sabre 4 native required
  • IATA accreditation (WWAFT/WAII/BA2)
  • Customer Service experience in contact center
  • Tech Savvy (Gmail, Zendesk, Slack, Salesforce)
  • Openness to non-traditional shifts

Work Rights

Not specified

Tailored Resume

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