Associate Consultant Customer Experience

About RateGain

RateGain Travel Technologies Limited is a global provider of AI-powered SaaS solutions for the travel and hospitality sectors. The company serves over 13,000 customers and 700 partners across more than 160 countries, focusing on accelerating revenue generation through customer acquisition, retention, and wallet share expansion. Founded in 2004 and headquartered in India, RateGain is recognized for its innovation, working with 33 of the Top 40 Hotel Chains, 4 of the Top 5 Airlines, and 7 of the Top 10 Car Rental companies, among other leading travel organizations.

The Role: Associate Consultant Customer Experience

RateGain is seeking an Associate Consultant Customer Experience to join its team in Riyadh, Saudi Arabia. This full-time role involves 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 position requires 5-10 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 customer communications with appropriate etiquette, accuracy, timeliness, and professionalism, working towards operational targets.
• Take ownership of customer issues, ensure timely resolution, and keep customers informed throughout the process.
• Prioritize actions based on the business impact and urgency of each issue to support 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 applicable tier-based SLAs.
• Customer Experience: Maintain professional communication and work towards agreed 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 useful support articles and contribute to knowledge sharing.
• Product and Technical Readiness: Maintain working knowledge of assigned products and apply basic SQL and structured troubleshooting.

Qualifications and Requirements

• Relevant educational qualification in a related field.
• 4–8 years of experience in Customer Experience, Customer Support, Application Support, or Technical Support.
• Must be located in Saudi Arabia.
• Proficiency in both written and spoken English and Arabic is required.
• Experience in a client-facing support role (customer support, technical support, service desk) is preferred.
• Experience managing clients and handling customer queries across phone, chat, or other online channels.
• Basic SQL knowledge is required.
• Ability to work with SLAs, accurately document cases, and follow escalation procedures.

Work Environment

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia. The role involves working within a global team, providing support to customers across various regions and time zones.