International Voice Process | Candidate only

Job Title: Customer Support Specialist

Location: Hyderabad -

Work From Home/India

Department: Customer Support

Reports To: Team Leader

About us At Hotel Trader, we're redefining lodging distribution within the travel and leisure industry. Our commitment to data-driven conversion and the integration of cutting-edge technology forms the cornerstone of our disruptive approach. We specialize in automating processes and leveraging innovative solutions to revolutionize the way accommodation is traded across a 2-sided marketplace. Hotel Trader is the leading global distribution platform connecting hotels and travel operators through a single connection. Our automated and scalable solution offers direct distribution of hotel rooms across the globe, eliminating the need for manual processes and contracting. Hotel Trader is VC backed and founded by serial travel tech entrepreneurs. The company is 100% remote with employees in the US, India, UK, Spain, Argentina, and Mexico.

About the job We are seeking a highly motivated and detail-oriented Customer Support Specialist to join our team at Hotel Trader.

This role serves as the primary point of contact for both Supply Clients (Hotels) and Demand Clients (Travel Partners), providing exceptional support across all Hotel Trader products.

The successful candidate will be responsible for investigating and resolving customer inquiries, ensuring a high level of client satisfaction, and contributing to company growth through proactive customer service.

Key Responsibilities:

Develop a deep understanding of Hotel Trader's products, features, and unique selling points to provide informed support.

Respond promptly to customer inquiries via email and phone, addressing questions and resolving issues related to Hotel Trader products.

Analyze customer concerns by gathering relevant information and diagnosing the root cause of issues. Generate and manage customized reports for clients, providing insights into performance metrics and other key data.

Maintain a high level of professionalism and a positive demeanor when interacting with clients, ensuring their needs are met with care and efficiency.

Take ownership of ad hoc projects that contribute to client satisfaction and the continuous improvement of Hotel Trader’s offerings.

Stay up to date on system changes, new features, and product updates to provide the most relevant and accurate information to clients.

Qualifications:

2-3 years of experience in customer support or call center environments. Strong written and verbal communication skills in English, with a professional and courteous phone manner.

Prior experience in the hotel or travel industry is a plus. Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

Exceptional organizational skills and attention to detail. Critical thinking and problem-solving abilities, with a logical approach to resolving complex issues.

Quick learner with the ability to grasp and retain new information.

Proficiency in Microsoft Excel, Word, and PowerPoint. Experience with customer support ticketing systems, such as Freshdesk or similar platforms.

A collaborative team player with a positive attitude and willingness to work flexible schedules, including nights, weekends, holidays, and overnight shifts as needed. Ability to stay focused on team objectives and support others in achieving success