Travelport

About Travelport

Travelport are the only true travel commerce platform in the world. We are specialist solution providers and are committed to building leading technology that makes the experience of buying and managing travel continually better for the global travel and tourism industry. Come and be part of our mission to make sure that every trip is powered by Travelport… Role & Team When you work at Travelport you can make a difference to the millions of people who travel around the world. As a Helpdesk Analyst, you’ll be joining a team that’s providing prompt telephone assistance and resolution to subscribers for functional and technical issues on the full range of Travelport products and related network and platform issues. This role will involve Help Desk Operations Shows understanding of customer needs in-line with the Travelport business objectives Responds quickly and positively to the needs, requests and demands of the customers and colleagues. Maintains productivity and is balanced with skills and quality Focuses efforts on understanding and meeting internal/external customer needs Ensures all calls/Incidents are handled promptly, courteously and accurately Record details of each call and its resolution in ServiceNow per Helpdesk procedures Provide coherent and intelligent problem descriptions to enable the Incident to be referred to outside suppliers or other teams without further reference Provide a consistent level of professionalism in written and oral communication Transfers and escalates responsibility to the most appropriate person (based on time, skills, experience and position), where appropriate Treats current and potential customers as vital to the business and takes responsibility for meeting customer needs. Demonstrates energy and enthusiasm – always strives to achieve quality results Consult with the Team Leader or subject matter expert on issues relating to process or development. Action Non-phone tasks promptly, efficiently, and accurately meet service commitment Acquaint agents/subscribers with system enhancements to promote maximum system usage and user satisfaction Work with the Team Leader to ensure all Helpdesk functions are appropriately covered and effort is not duplicated. Provide constructive feedback to improve processes and to improve operation of the Helpdesk Interpersonal Skills Maintains effective working relationships with all members of the Team Reacts positively to constructive criticism by making changes and improving performance – learns from mistakes Treat Team members equitably and fairly Willing to share information and skills to coach, help and advice others Avoid blame, take responsibility and accountability for actions Quality capacity to perform a task to any given standard Encourages Team members to emphasize meeting customers’ needs Provide constructive feedback, including improvement recommendations about Helpdesk Analyst’s resource materials and tools Work with Team Leader during regular performance feedback sessions to ensure needs are identified and responded to Ensure professional conduct is maintained in all forms of communication Take an active role in performance reviews following set procedures to ensure maximum benefit Identify opportunities for building team morale and improving processes. Responsiveness to changing priorities and accepts changes aimed at improvement Come and join us… To ensure we achieve our goal, you will join us in embracing our core values; Be a player, not a spectator; You will take ownership and make things happen. Think we, not me; We are One Travelport, collaborating to succeed. Keep it simple; We’re straightforward and easy to do business with. Build for tomorrow; You will challenge the norm, aim high and lead change. You’ll be an innovator, passionate, accountable and solutions focused, not to mention adaptable, hungry for a challenge and an individual who thrives on partnering. All of these combined with the below capabilities are what will make us such a bold and compelling organization. You; Travel agency background is essential, preferably 5 years consulting experience. Knowledge of Travelport Premium customers within the region Experience with telephone-based work or the capacity to rapidly acquire this skill Experience with computerized reservation systems, GDS skills an advantage Familiarity with, or the capability to rapidly acquire trouble shooting and problem resolution skills Sound knowledge of personal computers and their operating systems or the capability to acquire this knowledge rapidly Knowledge of Travelport products and platforms desirable, or the capability to rapidly develop this skill Fares and Automated ticketing skills Strong and effective listening and questioning (verbal) skills and written communication skills Ability to take initiatives and willingness to constantly update personal knowledge Fluency in Arabic and English If this sounds like you, we’d love for you to get in touch. What’s in it for you? You will receive a competitive salary & benefits package accompanied with the opportunity to work in a fast-paced, dynamic and progressive organisation that cares about its people and promotes innovation. We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Company Info

Legal Form: Limited

Company Type: Private

Company Size: 501 - 1000

Revenue: 2 - 5 billion (USD)

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Job Ads found: 1025

Job Ads per Month: 20.9

Hiring Locations: 25

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