Associate Consultant Customer Experience

About RateGain

RateGain Travel Technologies Limited is a global provider of AI-powered SaaS solutions for the travel and hospitality sector, serving over 13,000 customers and 700 partners across more than 160 countries. The company focuses on accelerating revenue generation for travel and hospitality businesses through acquisition, retention, and wallet share expansion. RateGain processes a significant volume of electronic transactions, price points, and travel intent data, supporting revenue management, distribution, and marketing for various entities including hotels, airlines, and car rental companies.

The Role: Associate Consultant – Customer Experience

RateGain is seeking an Associate Consultant – Customer Experience for a full-time position in Saudi Arabia. This role is responsible for providing timely, professional, and effective customer support for assigned RateGain products. The primary mission is to resolve technical and non-technical issues, enhance the customer experience, ensure clear communication, and adhere to agreed service levels. The ideal candidate will have 2-5 years of relevant experience.

Key Responsibilities

• Handle customer requests and resolve technical and non-technical issues for assigned products, aiming for first-contact resolution.
• Provide professional phone and online support, including chat, to global customers.
• Document customer interactions, troubleshooting steps, resolutions, and follow-up actions in designated systems.
• Manage all customer communications with appropriate etiquette, accuracy, timeliness, and professionalism, working towards operational targets.
• Assess the business impact and urgency of each issue, prioritizing actions for timely response and resolution.
• Investigate undocumented or unfamiliar issues using structured troubleshooting and problem-solving skills.
• Provide status updates to customers and internal support teams within specified SLAs and tier-based timelines.
• Escalate issues to the next level of support when necessary, ensuring clear documentation of case details, troubleshooting completed, business impact, and customer communications.
• Contribute to Business Intelligence and knowledge-management processes, including creating and updating knowledge-base articles.
• Continuously develop product knowledge and support skills, identifying and addressing knowledge gaps.
• Utilize basic SQL for initial investigation and troubleshooting where applicable.
• Manage client interactions professionally, building trust through clear communication, follow-through, and expectation management.

Functional Performance Indicators

• First Contact Resolution (FCR): Achieve agreed targets for resolving customer issues at first contact.
• SLA Adherence: Meet defined response, update, callback, and resolution timelines, including tier-based SLAs.
• Customer Experience: Maintain professional communication and work towards customer satisfaction and service-quality targets.
• Case Documentation: Ensure accurate recording of customer interactions, troubleshooting, escalations, and resolutions.
• Issue Ownership and Resolution: Demonstrate ownership, prioritize by business impact, and progress issues to resolution without avoidable delays.
• Knowledge Base Contribution: Create or update support articles and contribute to knowledge sharing as required.

Qualifications and Competencies

• Relevant educational qualification in a related field.
• 2-5 years of experience in customer support, technical support, service desk, or a client-facing support role is preferred.
• Experience managing clients and handling customer queries across phone, chat, or other online channels.
• Ability to work with SLAs, document cases accurately, and follow escalation procedures.
• Customer and Client Management: Ability to manage client expectations, communicate clearly, and maintain a professional customer-focused approach.
• Problem Solving: Structured troubleshooting and the ability to investigate unfamiliar or undocumented issues.
• Technical Aptitude: Basic SQL knowledge and confidence in handling technical and non-technical support queries.
• Communication and Etiquette: Clear, courteous, timely, and professional communication across various channels.
• Prioritization and Business Acumen: Understanding of issue urgency and business impact to prioritize work effectively.