Customer Service Team Lead / Chef d'équipe du service à la clientèle
Core
Manage incoming requests for pricing, ticketing, and post-booking PNR servicing for flights and hotels while monitoring GDS queues and collaborating with third-party providers.
Role type
Customer Service Team Lead (Back Office Support)
Builds
Efficient workflows for flight and hotel operations
Domain
Travel agency operations (flights and lodging)
Required skills
GDS monitoring, PNR servicing, third-party collaboration, policy documentation, Zendesk usage, Microsoft Office proficiency, problem-solving, phone-based customer support
Preferred skills
Experience with Amadeus or Worldspan, additional languages beyond English/French
Technologies
Zendesk, Microsoft Office (Excel, Word), Amadeus, Worldspan
Responsibilities
Manage incoming requests related to pricing, ticketing, and post-booking PNR servicing; Monitor GDS queues; Collaborate with third-party providers for post-booking B2B products; Document and categorize new policies and updates; Support ad-hoc projects and cross-functional teams
Seniority
Mid-level, hands-on IC