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4 months ago
Wacila Chabane
Salary: 40K
Location: London
Job type: Permanent
Contact: wacila chabane
Category: Travel Agent Jobs

The TripActions team is looking for a Senior Travel Experience Agent to be part of a 24/7 dedicated group working with our Global customers and agency support team, with the goal of delivering the best service levels for both tech and travel related support. This team member will contribute to the support environment by maintaining an organized workplace, follow office operating procedures, assist others when needed, keep current on systems enhancements and continuously promote and exhibit positive behavior both internally and externally.


  • Assist clients and team members on any form of correspondence between customer and company to provide app and travel related support. Examples may include help in finding core problems with the app, airline assistance in finding efficient routes to secure the lowest available fares, changes to existing reservations and exchanging tickets, understanding travel products and general travel services in response to identified, specific client needs by effective use and knowledge of the airline industry, GDS and third party technology
  • Acts on customer requests including complex and lengthy specifications
  • Provides clients with accurate travel and tech-related help for information to assist with any client initiated changes and unexpected situations
  • Ensures optimum customer service capabilities through the effective use of chat, email, phone systems and positive telephone service techniques
  • Understands systems and internal navigation
  • Collects data and feedback from customers to close the loop on potential app and customer issues
  • Escalates issues to Manager as needed to solve both travel and tech-related problems
  • As part of a 24/7 support team, will be required to work nights/weekends/holidays as needed


  • Excellent Sabre or GDS skills required
  • 5 years experience in a support role or customer-facing service role
  • Positive attitude/team player
  • Strong organizational skills and the ability to multitask and prioritize in a fast-paced environment
  • Solid Customer Retention Management skills:
    • Answer chats
    • Manage inbound/outbound phone calls
    • ZENDESK: 
      • Maintain logs + records
      • Updating research information
  • Good time management skills and proficient with numbers
  • Effective oral and written communication skills (must be able to speak + type English clearly)
  • Proficient in providing travel related support solutions
  • Knowledgeable in geography; including expedient, cost-effective and preferred travel routes

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