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)
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
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