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Refund and Booking Modification Specialist

2 weeks ago

مصر, Egypt Momentum Ventures Full time

**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 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 a Refund and Booking Modification Specialist, you will play a crucial role in resolving customer refund-related issues and booking modifications efficiently and effectively. Your primary responsibility is to provide exceptional service to customers, ensuring their refund cases and booking changes are resolved promptly and accurately through chat or phone communication.

**Duties & Responsibilities**
- **Resolve Customer Refund Issues**: Address customer inquiries and concerns regarding refunds, utilizing your expertise in GDS operations to efficiently process ticket cancellations and refunds.
- **Manage Booking Modifications**: Handle requests for booking changes, including date, time, and destination adjustments, ensuring all modifications are processed accurately and promptly.
- **Communication**: Communicate clearly and effectively with customers and airlines via calls and chats, ensuring all parties are informed and satisfied with the resolution.
- **Multitasking**: Demonstrate exceptional multitasking skills to manage multiple inquiries and adhere to diverse airline policies simultaneously, ensuring timely and accurate resolution of refund and booking modification cases.
- **Data-Driven Approach**: Utilize a data-driven approach to analyze refund and modification processes, identify opportunities for optimization, and improve overall efficiency and customer satisfaction.
- **Adaptability**: Remain open to change and adaptable to evolving circumstances, adjusting your approach as necessary to meet the needs of customers and changes in airline policies.
- **Results-Oriented Mindset**: Maintain a results-oriented mindset focused on achieving customer satisfaction and retention, striving to exceed expectations and uphold the highest standards of service delivery.
- **Outstanding Customer Service**: Commit to providing outstanding customer service in a fast-paced environment, demonstrating dedication to resolving customer issues promptly and effectively.

**Skills & Requirements**
- **Experience**: Minimum of 2 years' experience in GDS operations, specifically in ticket cancellations, refunds, and booking modifications, demonstrating proficiency in navigating diverse airline policies.
- **Communication Skills**: Fluent in English with excellent verbal and written communication skills to communicate effectively with customers and airlines via calls and chats.
- **Multitasking Ability**: Exceptional multitasking skills to manage inquiries and rules simultaneously, ensuring efficient resolution of refund and booking modification cases.
- **Data Proficiency**: Ability to utilize a data-driven approach to analyze processes and identify opportunities for optimization, improving overall efficiency and customer satisfaction.
- **Adaptability**: Openness to change and willingness to adapt to evolving circumstances, ensuring flexibility in approach and response to customer needs.
- **Results-Oriented**: Demonstrated commitment to achieving customer satisfaction and retention, maintaining a results-oriented mindset focused on exceeding expectations.
- **Service Excellence**: Dedication to providing outstanding service in a fast-paced environment, prioritizing customer satisfaction and 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.