General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including Remote Customer Service Providing customer service and support via phone, online chat, or text including Call center-based customer support in response to a high volume of low complexity inquiries

Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries Distribution Center Customer Service Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including Acting as liaison between customers, production and distribution departments related to specific customer orders

Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets

Positions on this level have advanced knowledge and experience and participates in/leads the development of new solutions/projects

Shares best practice and advice to the co-workers in the professional area. Not only generates own workload but outlines directions toothers.

Can supervise and coordinate lower-level specialists being single point of contact in complex matters

Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team

Delivers input to policies, processes, and standards, where decisions are of tactical and operational nature within a defined scope

Manages a mixed team of Specialist and Support jobs., with full employee lifecycle responsibility

Basic Requirements:

•2-3 years of experience in travel and hospitality or airline services in a BPO setting (non-negotiable)

•Proven leadership experience in a call center or customer service environment

•Strong communication and interpersonal skills

•Ability to handle escalations and make data-driven decisions

•Comfortable working night shifts and in a fast-paced environment

•Proficient in CRM systems, contact center tools, and Microsoft Office

•Experience with GDS tools such as Amadeus, Sabre, or Galileo

•Familiarity with managing performance in a KPI-driven environment

•Background in both voice and non-voice support channels

•Strong analytical and problem-solving skills