Customer Support Archives

GDS Travel Expert

The GDS Experts are assisting agents on the product part, helping them to get the best possible flight options in a short time-range.

Responsibilities:

Processing agents’ flights requests in a timely manner.
Providing with extra information related to as specific PQ (bullet points).
Monitoring the sales made by the team/office and verifies them on Price Drops.
Asking for feedback on processed requests and reporting to the Supervisor (If needed to take actions).

Requirements:

Basic skills in GDS (Amadeus, Apollo, Sabre, Galileo, Worldspan).
High level of discipline, self-motivation and responsibility.
Advanced level of PC knowledge.
Excellent analytical skills and willingness to learn.
Experience in the travel industry is considered as an advantage.
No call center background is necessary.

Compensation:

Market competitive package.

Backoffice Quality Control Specialist

Backoffice Quality Assurance Specialist este responsabil de procesarea și pregătirea rapoartelor specializate pentru nevoile clienților B2B interni și externi și de ajustarea bazelor de date în funcție de nevoile acestora.

Responsabilități:

Realizarea verificărilor de calitate a apelurilor primite și efectuate pentru a asigura respectarea politicilor companiei și un nivel ridicat de servicii pentru clienți.
Efectuarea testelor de calitate.
Identificarea problemelor legate de fluxul de lucru.
Să se ocupe de o serie de materiale audio.
Realizarea rapoartelor privind calitatea serviciilor pentru clienți.
Lucrul în baze de date.
Analiza datelor și a rapoartelor pentru a determina tendințele în materie de erori.

Cerințe:

Cunoștințe medii de limba engleză.
Cunoștințe de PC.
Responsabilitate.
Auto-motivare.
Atent la detalii.
Full time de la birou.

Salariu:

MDL 7,500 NET + Bonusuri.

Customer Service Supervisor

Welcome to Dyninno Egypt, where we blend our love for travel and innovation to create something truly amazing!

As part of the global Dyninno Group, we’re a bunch of over 5,400 multicultural professionals spread across 50+ countries, with our roots firmly planted in industries like travel, finance, entertainment, and technology.

Since our establishment in 2019 at Smart Village, Giza, we’ve been proudly offering ASAP Tickets and Skylux Travel as our primary products.

Our Dyninno Egypt family has over 400 Travel Agents and Support Specialists passionate about making travel dreams come true. And that’s not all – we’re planning to expand to 650 by the end of 2023. That’s right – we’re on a mission to evolve the travel industry!

But here’s the best part – we’re all about fostering a dynamic work environment that encourages growth and development.
We recognize and reward real talent and offer all the necessary training and support to help our team members achieve their professional goals and unlock their true potential.
We don’t just talk the talk – we walk the walk!
So, what do you say? Ready to join our tribe of travel enthusiasts and make a difference in the world? Let’s do this – Dyninno Egypt style!

Responsibilities:

Define tasks and set deadlines for team leaders.
Set KPIs and targets for team leaders.
Provide feedback and support to the Customer Care team leaders to ensure that all issues are resolved within the agreed service levels.
Analyze and report team training needs to the training department.
Monitor team performance and report on metrics.
Communicate workflow updates to team members.
Listen to team members’ feedback and resolve any issues or conflicts.
Identify high performers and reward accomplishments.
Communicate regularly with the QA team about all quality issues and updates.
Calculate the KPIs payout on a monthly basis.
Provide end of probation feedback reports to the Support Sr. Manager.
Analyze the results of the feedback survey on team leaders, and put into place an action plan for improvements.

Requirements:

Bachelor’s degree in Tourism or any related field.
Fluent English Speaker.
Proven work experience of 4-6 years, including minimum of 2 years as team leader or supervisor.
Experience in the travel industry is a must.
Good PC skills, especially MS Excel, PowerPoint, Word.
GDS experience is a plus.
Awareness of voice and non-voice KPIs is a must.
Leadership during Changes.
Effective Communication.
Managing Conflict.
Improvements and Innovations.
Leadership and Development.

Compensation:

Very competitive package.

Quality Assurance Specialist

Since our establishment in 2019 at Smart Village, Giza, we’ve been proudly offering ASAP Tickets and Skylux Travel as our primary products.

But here’s the best part – we’re all about fostering a dynamic work environment that encourages growth and development. We recognize and reward real talent and offer all the necessary training and support to help our team members achieve their professional goals and unlock their true potential. We don’t just talk the talk – we walk the walk!  So, what do you say? Ready to join our tribe of travel enthusiasts and make a difference in the world? Let’s do this – Dyninno Egypt style!

Responsibilities:

Assist in optimizing business/agents’ productivity and performance through QA initiatives and programs.
Streamline QA processes and workflow which includes calls screening and workflow Audit of Agents.
Organize and conduct one-to-one coaching sessions with agents to increase performance and promote a work-friendly atmosphere.
Achieve operational efficiency through the utilization of QA resources to boost business potential/revenue.
Ensure sustainability/business continuity through proactive measures in loss prevention and productivity/performance/attendance control.
Partner and coordinate with supervisors and Operation Manager to ensure alignment for any major decisions and actions in specific cases.
Communicate and report changes in the operations and business targets.
Translate AR calls to EN as per the global office request.
Prepare QA reports.
Provide feedback to agents about any quality issues noticed.
Perform other tasks as assigned.

Requirements:

1-3 years in a BPO/Customer service position.
Fluent English.
Must possess effective verbal and written communication skills.
Good presentation and interpersonal skills.
Excellent organizational and planning skills.
Strong attention to detail, and superior listening skills.

Compensation:

Very competitive package.

Customer Support Advisor

Customer Support Advisor is the position responsible for providing customer service to the company’s clients with existing reservations, assist the sales department with technical GDS procedures, and work on customer preferences and company interests. The Agent will be involved and maintain operative working team relationships with the sales department and all support departments. The Agent will provide the teams with the required information in regard to such processes as ticket issuance, exchange procedures, refund procedures, name corrections, flight reinstatements, etc. 

Responsibilities:

Excellent customer service, preferably in the travel industry.
Excellent verbal and written English communication skills.
High level of discipline, self-motivation, and responsibility.
Advanced level of PC knowledge.
Process air documents through GDS (Amadeus, Apollo, Sabre and etc) as an issue, exchange, and refund airline tickets according to airline and company policies and procedures.
Respond to agency inquiries such as fare quotes, commissions, and general questions.
Assist travel agents with reservations with issues over the phone, via email, and via chat. Provide courteous and prompt responses.
Read, understand, and apply airline policies for exchanges/refunds/name corrections.
Read, understand, and apply contract bulk rules and restrictions including bulk fares, code-shares, routing requirements, ticketing deadlines, changes, and cancellations.
Process sales through the company’s back-office systems and client management systems.
Process email requests.
Interact with different airlines and consolidators.
Stress-resilience.
High emotional intelligence.
Receptive to feedback and a good team player.
Willing to work any shift and weekday.
Excellent analytical skills and willingness to learn.

Requirements:

Customer Service experience 2 years and above (voice/email).
Knowledge and understanding of the ticketing process (issuance, exchange, refund).
Certification in Apollo, Galileo, Sabre, and/or Amadeus systems by either IATA, Airlines, or GDS.
Proficiency in Microsoft Office applications (Word, Excel, Outlook, Teams) and Google spreadsheets (Docs, Excel, Sheets).
Knowledge of back-office systems and reconciliation procedures for sales reporting via TRAMS, ARC, and BSP.

Compensation:

Compensation package starting from Php 30,000 and up, based on demonstrated experience.
Engagement with a major international group.
Hands-on experience with industry-defining innovative trends.
Unlimited professional development.
Monthly team-building events.
Participation in global projects for interested professionals.
Modern office with all facilities and relaxation areas, located in one of the best and most advanced business areas in BGC, Taguig City.

Customer Service Agent – Fluent English Speakers

Welcome to Dyninno Egypt, where we blend our love for travel and innovation to create something truly amazing!
As part of the global Dyninno Group, we’re a bunch of over 5400 multicultural professionals spread across 50+ countries, with our roots firmly planted in industries like travel, finance, entertainment, and technology.

Since our establishment in 2019 at Smart Village, Giza, we’ve been proudly offering ASAP Tickets and Skylux Travel as our primary products.

But here’s the best part – we’re all about fostering a dynamic work environment that encourages growth and development. We recognize and reward real talent and offer all the necessary training and support to help our team members achieve their professional goals and unlock their true potential. We don’t just talk the talk – we walk the walk! So, what do you say? Ready to join our tribe of travel enthusiasts and make a difference in the world? Let’s do this – Dyninno Egypt style!

Responsibilities:

Maintaining a positive and professional attitude toward customers at all times.
Responding promptly to customer inquiries and according to company’s rules and regulations.
Handling customer requests through different channels and tools.
Acknowledging and resolving customer complaints.
Using the provided to keep records of the customer’s interactions and communications.
Communicating and coordinating with different departments efficiently as necessary.
Providing feedback on the efficiency of the customer service process.
Solve the customer’s problems in the most efficient and professional way, keeping into consideration saving the company from losses/payouts, including the needed follow-ups and interactions with another departments.
Ensure that the actions taken are being taken according to airlines rules/procedures as well as agency’s policies.
Ensure maximum revenue generation for the company from each transaction.
Ensure customer satisfaction and provide professional customer support.
Comply with the requirements of the department, including presence on the floor, breaks, dress codes, compliance rules.
Participate in the shift’s rotation, per the scheme provided by the manager.
Regularly follow-up on the cases he/she has taken, and provide the client with all the information along the way.
Communicate with the airlines/suppliers to get the needed waivers if applicable.
Action cases assigned by the Team Leader / Supervisor / Manager.

Requirements:

Bachelor degree, general education degree, or equivalent. (Must)
Ability to manage stressed or desperate customers or upset. (Preferable)
Professional computer users or have an acceptable typing speed. (Must)
Experience working as customer support in travel industry. (Preferable)
Fluent English speaker is a must.
GDS experience is preferable, (Amadeus, Galileo).
Shift flexibility. (Preferable)
Good team-player. (Preferable)
Receptive to feedback. (Preferable)

Compensation:

EGP 7,000 net salary + KPIs.

GDS Expert

Since our establishment in 2019 at Smart Village, Giza, we’ve been proudly offering ASAP Tickets and Skylux Travel as our primary products.

But here’s the best part – we’re all about fostering a dynamic work environment that encourages growth and development. We recognize and reward real talent and offer all the necessary training and support to help our team members achieve their professional goals and unlock their true potential. We don’t just talk the talk – we walk the walk! So, what do you say? Ready to join our tribe of travel enthusiasts and make a difference in the world? Let’s do this – Dyninno Egypt style!

Responsibilities:

Process agents’ flights requests in a timely manner.
Assist operations department in GDS and reservations.
Provide agents with extra information related to any request.
Maintain a stable GDS knowledge in the team.
Monitor the sales made by the team and verify them on Price Drops.
Request feedback on processed requests and to report to the Advisor (if needed to take actions).
Process the requests according to the provided workflow guidelines and standards of processing assigned leads.
Attending ad hoc meetings/trainings scheduled in advance.
Keep up with the latest products/practices and any relevant information applicable for each office.

Requirements:

Understanding of Sales process, airlines policies, GDS “Preferable Sabre, Apollo, Galileo” regulations, fare rules and restrictions.
Team work.
Learning Orientation.
Decision-making skills.
Stress resilience.
0-2 year of experience.
Customer Orientation.

Compensation:

Very competitive package.

Senior Trainer

Welcome to Dyninno Egypt, where we blend our love for travel and innovation to create something truly amazing!
As part of the global Dyninno Group, we’re a bunch of over 5,400 multicultural professionals spread across 50+ countries, with our roots firmly planted in industries like travel, finance, entertainment, and technology.
Since our establishment in 2019 at Smart Village, Giza, we’ve been proudly offering ASAP Tickets and Skylux Travel as our primary products.

But here’s the best part – we’re all about fostering a dynamic work environment that encourages growth and development. We recognize and reward real talent and offer all the necessary training and support to help our team members achieve their professional goals and unlock their true potential. We don’t just talk the talk – we walk the walk! So, what do you say? Ready to join our tribe of travel enthusiasts and make a difference in the world? Let’s do this – Dyninno Egypt style!

Responsibilities:

Conduct training sessions for new recruits by delivering the training content as per the company’s standards.
Conduct soft skills training sessions for new recruits during their onboarding program by delivering the training content as per the company’s standards.
Conduct skills gap analyses as per the request of internal stakeholders (Quality Assurance, Operations, etc) to identify the area of improvement and provide a coaching plan to employees.
Coach call center agents on the GDS system.
Organize and conduct ongoing/advanced training sessions for existing employees as part of their coaching plan.
Create training material in the form of digital media (e.g. presentations, training videos, Tests, case studies, etc.
Take part in the recruitment and training process as per the request of internal stakeholders.
Work closely with Support Senior Manager to streamline the workflow of training and development of the department.
Work closely with Support Senior Manager to create training and development programs for supervisors and team leaders.

Requirements:

Fluent English Speaker.
Minimum 5 years experience as Trainer.
Experience in Sales/Customer Service BPO is preferable.
Experience with GDS is a plus.
Excellent Organizational skills.
Solid communication and presentation abilities.
Additional certification in training is a plus.

Compensation:

Very competitive package.

Bilingual Customer Service Agent

At Dyninno Colombia we are seeking attentive and goal-oriented individuals to join us as on-site Customer Service Bilingual Agents. If you are looking to build an outstanding career and are confident you have the skills and experience to help us succeed, we want to work with you!

Responsibilities:

Provide customer service to the company’s clients.
Work with existing reservations.
Assist the sales department with technical GDS procedures.
Work with customer preferences and company interests.
Adjust the passengers’ bookings via phone or email.
Resolve clients’ issues.
5 working days, 2 days off.

Requirements:

Excellent verbal and written English communication skills.
High school diploma.
Experience in customer service, preferably in the travel industry.
Problem-solving ability and effective decision-making skills.
Courteous with strong customer service orientation.
Ability to work as a team member, as well as independently.
Ability to quickly learn new systems and comfortably identify and troubleshoot technical issues.
Chat experience is a plus.
Basic PC keyboarding skills.
Ability to work in a multi-task environment.
A general knowledge of the airline industry and geography.

Compensation:

Average salary USD 2,500 (Base salary USD 2,200 + performance bonuses).

Backoffice Quality Control Specialist

Backoffice Quality Control Specialist is responsible for processing and preparation of specialized reports for the needs of internal and external B2B customers and adjusting databases according to their needs.

Responsibilities:

To perform quality checks of inbound and outbound calls to ensure adherence to company policies and a high level of customer service.
To perform quality tests.
To identify workflow issues.
To handle a scope of audio materials.
To make the reports on the quality of customer service.
To work in databases.
To analyze data and reports to determine error trends.

Requirements:

Medium English knowledge.
PC knowledge.
Responsibility.
Self-motivation.
Attentive to details.
Full-time from office.

Compensation:

MDL 7,500 NET + Bonus.