Lead Refund and Booking Modification Specialist

Job Details

  • Full Time
  • Cairo, Cairo, Egypt

Company Overview

About Momentum Ventures:
Headquartered in Montreal, Momentum Ventures is a holding company positioned in the travel industry. Our focus on operational excellence and teamwork, combined with grit and commitment has helped us foster a culture of continual innovation. As a member of the Momentum Ventures team, you’ll have the opportunity to work with like-minded individuals in a dynamic and fast-paced environment that encourages creativity, innovation, and collaboration.

We’re looking for a Lead Refund and Booking Modification Specialist to join the Momentum team, working closely with one of our subsidiaries, one of North America’s top-ranked travel agencies, serving over 3 million customers per year, totalling 3 billion dollars in sales! The team is made up of a group of individuals sharing a common vision and values, having come together to pursue a collective mission: overtaking the #1 spot in the world.

Position Overview
As the Lead Refund and Booking Modification Specialist, you will oversee and manage a team dedicated to resolving customer refund-related issues and booking modifications. Your role is to ensure exceptional service delivery, team performance, and continuous process improvement, aligning with company standards and customer satisfaction goals.

Duties & Responsibilities

  • Team Leadership: Supervise and mentor the team of refund and booking modification specialists, ensuring high performance and adherence to company policies and standards.
  • Resolve Complex Issues: Address escalated customer inquiries and concerns regarding refunds and booking modifications, utilizing your expertise in GDS operations to ensure efficient and accurate resolutions.
  • Process Optimization: Develop and implement strategies to optimize refund and booking modification processes, enhancing overall team efficiency and customer satisfaction.
  • Quality Assurance: Establish and maintain robust QA monitoring frameworks to ensure that KPIs are met and systems are functioning smoothly.
  • Communication: Facilitate clear and effective communication within the team and with customers and airlines, ensuring all parties are informed and satisfied with resolutions.
  • Multitasking and Coordination: Oversee the team's ability to multitask and manage multiple inquiries while adhering to diverse airline policies, ensuring timely and accurate case resolutions.
  • Data-Driven Improvements: Utilize a data-driven approach to analyze processes, identify trends, and implement improvements to enhance efficiency and customer satisfaction.
  • Adaptability: Ensure the team remains adaptable to evolving circumstances and changes in airline policies, fostering a flexible and responsive work environment.
  • Results-Oriented Mindset: Maintain a focus on achieving customer satisfaction and retention, encouraging a results-oriented culture within the team.
  • Outstanding Customer Service: Uphold a commitment to providing outstanding customer service, ensuring the team resolves issues promptly and effectively in a fast-paced environment.

Skills & Requirements

  • Experience: Minimum of 5 years' experience in GDS operations, specifically in ticket cancellations, refunds, and booking modifications, with at least 2 years in a leadership role.
  • Communication Skills: Fluent in English with excellent verbal and written communication skills to effectively lead the team and communicate with customers and airlines.
  • Leadership Skills: Proven leadership abilities, including mentoring, team management, and performance evaluation, to ensure team success.
  • Multitasking Ability: Exceptional multitasking skills to oversee team operations and ensure efficient resolution of multiple inquiries simultaneously.
  • Data Proficiency: Strong ability to utilize a data-driven approach to analyze processes and identify opportunities for optimization, improving team efficiency and customer satisfaction.
  • Adaptability: Demonstrated openness to change and the ability to guide the team in adapting to evolving circumstances and policies.
  • Results-Oriented: Commitment to achieving high customer satisfaction and retention, with a focus on exceeding expectations and delivering superior service.
  • Service Excellence: Dedication to maintaining high standards of service excellence, prioritizing customer satisfaction, and effective resolution of refund and booking modification issues.

* Please note this is a full-time on-site position, in Cairo, Egypt.

Our Team:
We are committed to providing a supportive and engaging work environment that fosters growth and development. At Momentum Ventures, our team of talented individuals embodies our values of hungry, humble, and honest. 'Hungry' reflects our constant pursuit of growth and excellence. 'Humble' encourages us to remain open-minded and collaborative, valuing every team member's contributions. 'Honest', infused with a sense of candor, ensures we communicate transparently and truthfully. These values are not just words; they are the principles guiding us every day, inspiring us to achieve our best while maintaining integrity and respect for each other.

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