At a Glance
- Tasks: Help customers with travel bookings and provide exceptional support via email, calls, and chat.
- Company: Join Duffel, a forward-thinking company revolutionising travel with top investors backing us.
- Benefits: Enjoy a supportive work environment, growth opportunities, and the chance to be part of our success.
- Other info: Flexibility in shifts and some weekend work may be needed; office attendance twice a week.
- Why this job: Be part of a team that simplifies travel and enhances customer experiences in a dynamic culture.
- Qualifications: 3+ years experience with GDS systems and a passion for outstanding customer service required.
The predicted salary is between 36000 - 60000 £ per year.
The candidate must be able to work UK business hours, with some flexibility on shift patterns.
We are making travel effortless. Join us.
Whether it's to visit the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is an essential part of our lives. Yet we've all experienced the aches and pains of getting to our destination. Today, more than 4 billion airline passengers rely on technology that hasn't kept up with the expectations of the modern connected traveller.
That's why we've started to rebuild the infrastructure that underpins the travel industry. We're on a mission to unravel travel — simplifying systems and building the tools that will make the future of travel effortless.
We were part of Y Combinator S18's cohort and we are backed by Benchmark, Blossom, Index Ventures and Kima Ventures. A fantastic set of investors that has helped build some of the world's largest companies.
Something to consider when reading this job advert
We know people engage with job adverts differently. Some will view it as a checklist that needs to be at 100% before applying; others will see 60% as good enough. If you think you have what it takes but don't necessarily meet all the requirements on the job description, please still get in touch. We'd love to have a chat, learn more about you and see if it could be a great fit.
Travel Operations at Duffel
The Travel Ops team is there to handle all types of queries related to bookings - whether that's voluntary changes requested by the passenger or involuntary changes initiated from the airline's side. We work with our customers to make sure that their travellers receive great customer service.
This role is more than a typical customer support job.
You may have experience of one or more of the following roles: Travel Advisor, Travel Agent, Travel Consultant, Travel Sales Consultant, Ticketing Agent, Travel Counsellor.
What we're looking for in you
Must be able to work UK business hours, with some flexibility on shift patterns.
Must be able to come into the London office twice a week.
At least 3 years worth of experience using a GDS (Travelport/Galileo or Sabre preferred)
Strong knowledge of air fares, ticketing, re-issues and refunds
Experience with NDC systems such as Farelogix SPRK, IAG TAP strongly preferred
Ability to think outside-the-box and willingness to go the extra mile
Customer obsessed, you're passionate about delivering exceptional customer service
Experience using Zendesk for customer support queries is preferred (Voice, Chat & Email channels)
Previous experience with BSP Link or ARC knowledge is preferable
What you'll be doing
You'll be the first point of contact for our customers, handling incoming emails, calls and live chat messages to assist with their queries
Bringing back client feedback and insights to help our team build better products and improve our customer journey
Supporting with other team functions such as but not limited to reconciliation, management of ADMs and training new team members
Building relationships with travellers & travel sellers using the Duffel platform
Acting as an escalation point when needed for the Outsource Team
May be required to work some weekends
What you can expect from us
We're dedicated to your personal growth. Our environment is comfortable physically, but also in that our ears are always open to any ideas, concerns and questions. We believe that everyone should have pride in their work, taking full ownership of it and its impact. That's why everyone who joins Duffel owns a share of the company.
We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that's why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things so we welcome applications for everyone – regardless of age, sex, disability, sexual orientation, race, religion or belief.
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Travel Support Consultant, London employer: Duffel
At Duffel, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters growth and innovation in the heart of London. Our commitment to employee development is matched by our dedication to creating seamless travel experiences, making every team member's contribution vital to our success. With a focus on diversity and a supportive environment, we empower our staff to excel while enjoying the benefits of working with leading investors in the travel technology space.
StudySmarter Expert Advice🤫
We think this is how you could land Travel Support Consultant, London
✨Tip Number 1
Familiarise yourself with GDS systems like Travelport/Galileo or Sabre, as well as NDC systems such as Farelogix SPRK and IAG TAP. Having hands-on experience or even just a solid understanding of these platforms can set you apart from other candidates.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've gone the extra mile for clients in previous roles. This will demonstrate your passion for delivering exceptional service, which is crucial for this position.
✨Tip Number 3
Network with professionals in the travel industry, especially those who have experience with Duffel or similar companies. Engaging with them on platforms like LinkedIn can provide valuable insights and potentially lead to referrals.
✨Tip Number 4
Be prepared to discuss your flexibility with shift patterns during the interview. Highlighting your willingness to adapt to the needs of the business can show that you're a team player and ready to contribute to the company's success.
We think you need these skills to ace Travel Support Consultant, London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in travel consultancy or customer service. Emphasise your familiarity with GDS systems and any specific tools mentioned in the job description, such as Zendesk or NDC systems.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for travel and customer service. Mention how your previous experiences align with the responsibilities outlined in the job description, and express your enthusiasm for joining Duffel.
Highlight Relevant Skills:In your application, clearly outline your skills related to air fares, ticketing, and customer support. Use specific examples from your past roles to demonstrate your ability to handle booking queries and provide exceptional service.
Show Flexibility and Commitment:Since the role requires some shift flexibility and attendance at the London office, mention your willingness to adapt to different working hours and your commitment to being present in the office as required.
How to prepare for a job interview at Duffel
✨Show Your Passion for Travel
Make sure to express your enthusiasm for the travel industry during the interview. Share personal experiences or stories that highlight your love for travel and how it drives you to provide exceptional customer service.
✨Demonstrate GDS Knowledge
Since the role requires at least 3 years of experience with GDS systems, be prepared to discuss your familiarity with Travelport, Galileo, or Sabre. Highlight specific instances where you've successfully navigated these systems to resolve customer issues.
✨Prepare for Customer Scenarios
Anticipate questions related to customer service scenarios. Think of examples where you went the extra mile for a customer or creatively solved a problem. This will showcase your ability to handle the responsibilities of the role effectively.
✨Understand the Company’s Vision
Research Duffel's mission to rebuild travel infrastructure and simplify systems. Be ready to discuss how your skills and experiences align with their goals, and how you can contribute to creating seamless travel experiences for customers.
