Community Support Specialist (Epic Trips)
J
JobgetherTravel and Tourism
IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Advanced English proficiency
- Required Skills
- DocumentationProblem SolvingCRMCustomer support
Requirements
- Advanced English proficiency, with confidence communicating clearly and naturally with travelers from diverse backgrounds.
- Previous experience in customer service, customer support, Customer Experience, or a related field.
- Ability to follow processes, playbooks, and canned responses while maintaining a welcoming and human communication style.
- Strong organizational skills and attention to detail, particularly when categorizing tickets and recording customer information.
- Comfortable working in high-volume environments with structured, shift-based routines.
- Strong problem-solving and critical-thinking skills, especially when handling cases without an obvious solution.
- Ability to work autonomously, investigate issues, take initiative, and involve the appropriate people when necessary.
- Availability to work a 5x2 schedule, including weekends, based on operational requirements.
- Strong awareness and sensitivity when identifying situations that may involve safety concerns or other risks.
Responsibilities
- Handle questions, requests, and support cases from travelers and Travel Buddies through tickets and various online and offline channels.
- Resolve complex customer issues by applying established processes, policies, guidelines, and support resources.
- Investigate situations that do not yet have clearly defined processes and take initiative to identify appropriate solutions.
- Escalate cases that fall outside existing procedures and collaborate with relevant teams to make informed decisions.
- Identify situations involving traveler safety or potential risks and follow the appropriate escalation protocols.
- Accurately document every customer interaction, including contact reasons and relevant case information.
- Contribute to improving ticket categorization, taxonomy, and deflection processes through accurate and consistent documentation.
- Maintain a healthy and organized support queue while balancing response speed, quality, and overall traveler experience.
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