Customer Care Lead Consultant

Benefits

Parental leave

Not verified

Non-birth-parent leave

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Family-building benefits

• Fertility benefits: Not verified
• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

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Relocation assistance

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Childcare support

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Learning budget

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Verification

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Salary

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401(k) match

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Market context

Median wage (BLS OEWS)

$111,944 national median

Projected growth (BLS Employment Projections)

+13.7% - Much faster than average

Matched to SOC 15-1252 - Data and ML aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Schedule

Shift type

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Weekend work

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Application

Cover letter

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Assessment

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Deadline

Not stated

Where they hire

State eligibility is not yet verified.

About this role

Customer Care Lead Consultant Bengaluru, IN Customer Care Leads have advanced knowledge of the travel industry, its key suppliers, their products and services, global geography, and local market nuances. Customer Care Leads possess the highest levels of technical, professional, and customer service skills in the service organization.Responsible and accountable for dealing with escalations, Customer Care Leads are innate problem solvers and critical thinkers who leverage all resources to find the best outcomes for customers and users. You are highly motivated and driven to success, able to thoroughly examine all aspects of escalations and complaints to provide resolutions, redress damages to brand image, and provide compensation as needed.Customer Care Leads are critical collaborators who provide debriefs to all stakeholders and highlight learning opportunities. What You'll Do: Prioritize and respond to support inquiries and escalations via calls, email, and chat while meeting agreed SLAs Work and resolve escalations submitted to them when a customer has been negatively impacted due to several possible reasons, including product errors, consultant errors, supplier errors, customer errors, etc. Review various systems and tools for cases, including PNR notes/booking details, all interactions related to a booking ID, all slack channels for any threads associated with booking ID, GDS/NDC/Voyager/Reszerver, and Stripe/Expense for any financials/refunds Reach out to Support Finance to review any charges/refunds from suppliers to Suppliers to validate any information Analyzes the root causes of all escalations through thorough review Find a resolution to issues in a timely and cost-effective manner and work quickly to put the fix

Read the full description at navan.com. FewerJobs shows a source-linked preview and links to the original posting.