Travel Support Consultant, London

Duffel
London
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Customer obsessed","Problem-solving","Customer service","Ability to think outside-the-box"]

Join the Travel Operations team to handle booking-related customer queries, including voluntary and involuntary changes. As the first point of contact, you’ll support customers via email, calls, and live chat, using GDS tools and strong air fare knowledge to resolve issues. You’ll also relay customer insights to help improve products and customer experience, and assist with tasks like reconciliation, ADMs, and onboarding new team members.

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Duffel
Duffel
5 months ago

Travel Support Consultant, London

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Last checked: 8 hours agoStatus: Live

Job Summary

Join the Travel Operations team to handle booking-related customer queries, including voluntary and involuntary changes. As the first point of contact, you’ll support customers via email, calls, and live chat, using GDS tools and strong air fare knowledge to resolve issues. You’ll also relay customer insights to help improve products and customer experience, and assist with tasks like reconciliation, ADMs, and onboarding new team members.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as the first point of contact for customers, handling emails, calls, and live chat to resolve queries.
  • •Support booking-related changes by helping customers with both voluntary changes and airline-initiated changes.
  • •Bring back client feedback and insights to help the team build better products and improve the customer journey.
  • •Support other team functions including reconciliation, management of ADMs, and training new team members.
  • •Act as an escalation point when needed for the Outsource Team; may work some weekends.

Pay and Benefits

Perks:Equity

Key Requirements

  • •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 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 or IAG TAP; Zendesk experience (Voice, Chat & Email) preferred.
Experience:TravelAirlineCustomer supportTicketingGDS
Skills:Customer obsessedProblem-solvingCustomer serviceAbility to think outside-the-box
Tech Stack:GDSTravelportGalileoSabreFarelogix SPRKIAG TAPZendeskBSP LinkARCLive chatEmailCalls

Company Brief

Duffel
Provides a developer-first platform and API for booking flights and travel inventory, enabling businesses to search, book, and manage airline content through a single integration.
Industry: API Platforms
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: London, United Kingdom
Founded: 2016
Website