Job Description

Travel Support Agent

We are seeking an experienced Travel Support Agent with strong GDS expertise (Amadeus highly preferred) who is passionate about helping people and making an impact. Our Customer Care team is one of the foundations of Perk's success and growth, and we look for empathetic professionals with the technical know-how to deliver exceptional service and ensure our mission: making business travelers happy.

Are you a problem solver and an empathetic professional driven by customer experience? Are you tired of companies that take their customers for granted? Ready to go the extra mile to help us grow by changing the way organizations book and manage their business travel?

As a Travel Support Agent, you will work with B2B customers and be part of a strategic team at Perk. You will have a direct impact on our growth and customer retention. You will act proactively and address our clients' needs at any stage of their travels, ensuring high customer satisfaction and maintaining relationships at a 7-Star satisfaction standard.

What will you do?

1. Work in Amadeus to support our B2B customers in their Business Travels
2. Liaise with suppliers and partners to resolve booking issues
3. Keep high satisfaction standards and exceed customer expectations as much as possible when managing bookings, queries and requests
4. Resolve problems by applying established Perk policies, procedures and tactics, and also by thinking out of the box when anything established is not enough
5. Addressing, preempting and solving problems - You are an owner and anticipate issues before they come your way!
6. Document and share customer feedback to help refine service delivery.
7. Support the team in achieving retention and satisfaction goals specific to the NAM market.
8. Help define and establish best practices together with the rest of the team in sales, operations and customer care
9. Stay up-to-date with new features and product launches in Perk - there are lots, so be prepared for some serious innovation!

What you'll need to have:

• Excellent English, spoken and written
• Familiarity with North American business culture and customer expectations.
• Proven experience in working with Amadeus (or equivalent) GDS Cars, Hotels and Trains
• Proven experience in working with Amadeus (or equivalent) GDS flights, another GDS will be a plus
• A proven background working in the business travel industry.
• Proven experience going above and beyond to provide an amazing service to help customers

What we always look for:

• Independent and autonomous. You don't need hand-holding to get things done
• Good prioritization and focus skills
• Empathy - understand what our customers need
• Smart, fast learner and tech-savvy
• Flexible and able to adapt to constant changes with a positive mindset
• You are open to receiving and giving constructive feedback
• You want to learn - we have a 7-Star management team to mentor you!

On top of that, you will only be the right candidate if you are:

• Honest, open and trustworthy: your peers and managers can trust you. You are a team player, don't play political games, and care more about the team's success than about your own career gains
• Focused and determined: You don't let yourself be distracted. You can focus on accomplishing big wins and don't get lost in less important ideas that are floating around
• You LOVE Travel!

Working Hours & Conditions:

• Our Remote role is offered on a Fixed term contract
• We can offer a remote contract in the following areas: Massachusetts, Illinois, Florida, New Jersey, New Hampshire
• During the first week of onboarding you will be onsite at our Chicago office.
• Ongoing training will be conducted remotely
• Working hours are on a rotational basis and can be between 8:00 am - 8:00 pm. Shift patterns are fixed for 4 weeks to create stability
• Flexible weekend ability required.
• Weekly working hours will be 40 hours.

What do we offer?

• Receive competitive compensation
• Rest and recharge with our generous allocation of 20 vacation days and 12 public holidays
• Enjoy the flexibility of three medical plans to choose from, with company contributions and an HSA when enrolling in an HDHP medical plan
• Take control of your physical health with additional comprehensive benefit plans, covering dental, vision and Wellhub's gym subscription from your start date
• Rest assured that you're covered by life and disability policies from your start date, with options to add extra protection through voluntary buy-up plans
• Plan for your future with our 401(k) plan with company matching contributions
• Care for your furry friends through partner discounts on pet insurance
• Join our unforgettable Perk events
• Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
• Focus on your family with 12-16 weeks' paid parental leave
• Let us help you move to one of our hubs with relocation support

Compensation:

Compensation for this role is a combination of salary and stock options. The anticipated base salary range is $50,000 - $59,000 per year. Actual compensation may vary based on specific qualifications, experience, and other job-related factors.

How We Work:

At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.

For certain roles, we can help with relocation from anywhere in the world, English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume.

Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We're an equal opportunity employer, which means you're welcome at Perk regardless of how you look, where you're from, or anything else that makes you, well, you.

Protect Yourself from Recruitment Scams:

All official communication from Perk will always come from email addresses ending in @perk.com or @externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to [email protected], and we will confirm whether it is legitimate.

Perk

Job Tags

Contract work, Fixed term contract, Work at office, Relocation package, Flexible hours, Shift work, Weekend work, 3 days per week

Similar Jobs