Job Description
Is customer satisfaction what drives you? Makes you want to go above and beyond? Agentivity is the global leader in the supply of online data analysis services to travel agents in multiple markets and is a young, dynamic, self-funded and successful business that is growing rapidly and looking for a customer centric person to head up the support desk.
Core duties - Will include but are not limited to:
- Customer support assistance
- Dealing with day-to-day customer support tickets and fulfilling them using the Agentivity administration tools, whilst detailing the more exhaustive support items as the basis for software development user stories
- Providing a weekly summary to the team of ongoing support items that might require further development
- Keeping a close watch on support tickets trends; we find customer demands for items a lead indicator of how we could best improve our product to serve them better
- Document solutions to common issues as Knowledgebase articles
- Customer on-boarding assistance
- Follow up post on-boarding assistance
- Internal team support
- Participation in phone answering, directing calls
- Documenting repetitive tasks as SOPs (standard operating procedures)
- Some internet research when time permits eg updates on customer data based on new items on their websites, updates on suppliers/competitors
- Consolidation of news / applicable sources into shorter versions for quick reads by the team
Salary
Salary will be above market competitive rates for the right candidate
Required Qualifications
Qualification:
- Travel consultant experience necessary
- Operational GDS experience is required on the 3 primary GDS systems
- Good verbal and written English is an absolute must
- Previous use of a project management system such as Asana is desirable
Location
Anywhere in South Africa (work from home)
General Details
We’re very focused on how well we work together as a team and therefore its important any new addition to the team fits in well. We’re especially keen to have team members that are independent, reliable and able to apply self-initiative to solving problems.
The role is home-based and a computer, phone, and if required, internet connectivity will be supplied. The role is full time and will be supported from our South African operation, but it is a global role.
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Application details
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