About RateGain
RateGain Travel Technologies Limited is a global provider of AI-powered SaaS solutions for travel and hospitality that works with 3,200+ customers and 700+ partners in 100+ countries helping them accelerate revenue generation through acquisition, retention, and wallet share expansion.
RateGain today is one of the world's largest processors of electronic transactions, price points, and travel intent data helping revenue management, distribution and marketing teams across hotels, airlines, meta-search companies, package providers, car rentals, travel management companies, cruises and ferries drive better outcomes for their business.
Exploring the role
An Associate PC must have a deep understanding of the RateGain portfolio of hospitality products and the hospitality industry in general. They ensure that their all queries raised by customers are addressed swiftly and with utmost quality standards. An Associate PC is an expert in all aspects relating to technical support, record keeping and facilitation of client requests.
How Your Day Will Look Like/Job Responsibility
- Handling customer queries timely basis, document all customer interactions.
- Call back customers waiting for follow-up in the agreed timeframe.
- Demonstrate ownership and willingness to resolve issues in a timely manner.
- Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets. Understanding of escalation handling procedures.
- Understand the issue's business impact & put efforts accordingly to ensure a time response and Resolution for the customer.
- Resolve undocumented customer issues through advanced problem solving.
- Provide status updates and relevant information to support teams and customers within the specified SLAs should adhere to the time in tier matrix.
- Should forward any issues/escalations to next level of support for further resolution
- Participation in Business Intelligence processes including taking an active role in Knowledgebase document creation.
- Responsible for ongoing knowledge and skills development and for identifying developmental needs and addressing knowledge gaps
- Should be willing to work in night shift or 24/7 environment.
Education & Work Experience
- 3-5 years of experience working.
- Bachelor's degree in finance, accounting, business administration, or a related field.
Knowledge
- SQL, Salesforce, Excellent written and spoken communication skills, application support, product support, technical support, OTA's, PMS's
Skills
- Handling customer requests and resolving customer's technical and non-technical issues as often as possible during the first contact for assigned products.
- Provide a professional & competent standard of phone and online support (Chat) for Global customers.
- Should be proficient in written and spoken English.
Attitude
- Problem-solving ability is the capacity to tackle complex or challenging situations.
- Effective in working independently and collaboratively in teams.
- Actively seeking out opportunities to learn, grow, and adapt to changing environments and technologies.
- Applies a variety of solutions to solve moderately complex problems.
- Quality orientation, attention to detail, and a passion for delivering high-quality solutions.
We are proud to be an equal opportunity employer and are committed to providing a diverse and inclusive workplace. We welcome and encourage applications from all qualified individuals, regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
