Job Description

About RateGain:

RateGain Travel Technologies Limited is a global provider of SaaS solutions for travel and hospitality that works with 2200+ customers in 100+ countries helping them accelerate revenue generation through acquisition, retention and wallet share expansion. Founded in 2004 and headquartered in India, today RateGain works with Top 23 of 30 Hotel Chains, Top 25 of 30 Online Travel Agents, and all the top car rentals including 8 Global Fortune500 companies.

RateGain is one of the world\'s largest processors of electronic transactions and price points for the travel and hospitality industry and is the largest Software as a Service (\xe2\x80\x9cSaaS\xe2\x80\x9d) company in the hospitality and travel industry in India. It offers travel and hospitality solutions across a wide spectrum of verticals including hotels, airlines, online travel agents (\xe2\x80\x9cOTAs\xe2\x80\x9d), meta-search companies, vacation rentals, package providers, car rentals, rail, travel management companies, cruises, and ferries. For more information, please visit www.rategain.com.

Position Summary

An Associate - Customer Experience 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.

Responsibilities

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.

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 proficient in written and spoken English.

Should be willing to work in night shift or 24/7 environment.

Desired Candidate:

Bachelor\'s degree or equivalent required.

Total work experience of 3-6 years

Experience in Managing Clients

Should be proficient in written and spoken Spanish and English

Basic SQL will be an added advantage

RateGain