Associate Consultant - Customer Experience

About the role

RateGain, a global provider of AI-powered SaaS solutions for travel and hospitality, is hiring an Associate Consultant for Customer Experience in the UAE. The role provides timely, professional and effective customer support for assigned products, resolving technical and non-technical issues and keeping agreed service levels.

Key responsibilities

• Handle customer requests and resolve technical and non-technical issues, aiming to resolve them at first contact
• Provide professional phone and online support, including chat, to global customers
• Document interactions, troubleshooting steps, resolutions and follow-up in the appropriate systems
• Call back waiting customers within the agreed timeframe and keep them informed
• Prioritise issues by business impact and urgency, and escalate cases with full case details and troubleshooting history
• Contribute to knowledge management by creating and updating knowledge-base articles and support documentation
• Use basic SQL to support initial investigation and troubleshooting where applicable

Required profile

• 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 the UAE; experience in customer support, technical support, service desk or client-facing support is preferred
• Experience managing clients and handling queries by phone, chat or other online channels

Required skills

• Strong written and spoken English
• Basic SQL knowledge
• Ability to work with SLAs, document cases accurately and follow escalation procedures