Customer Support and Operations Specialist

Erka Grubu

Erka Group is a technology firm offering end-to-end services in travel and related fields to thousands of customers and business partners with its Bizigo, Turkish Airlines Holidays, Erka Mice and Erka Labs brands.

Having started its activities in the year 2017, Erka Group is offering its services to thousands of customers and business partners with its experienced team and corporate experience gathered under a single roof. With its innovative and dynamic solutions and technological infrastructures of global standards, it has become the address of change in tourism and travel sector and has succeeded in reaching a position of technology firm offering global scale services in a very short time.

With its vision at all times open to change, development and transformation, and its end-to-end service approach, and its solutions resulting therefrom, it has already put its signature under many firsts in the sector, and has adopted the role of an innovative and transformative sector player. Having already become an internationally strong player by proceeding step by step in deploying its successes achieved in Turkey to the global scale, Erka Group is relying upon its abilities and skills to develop and offer advanced technology infrastructures, and is carrying the competition elements in the sector to a different dimension, and is frequently making an indelible impression in the market with great steps taken in a very short time.

Erka Group is positioning and defining both its team and its customers as its partners of dream, and is adopting a perspective based on the idea that satisfaction of its customers is relied upon happiness of its employees.

We are happy to be chosen as “A Great Place to Work” by Great Place to Work ® Turkey, which chooses the best workplaces  every year.

Job description:

We are seeking dynamic and customer-focused individuals to join our team as a Customer Support and Operations Specialist. In this role, you will be responsible for managing all aspects of the customer experience, from initial inquiries and bookings to post-trip follow-up. You will also play a key role in the day-to-day operations of our business, ensuring that all bookings are processed accurately and efficiently, and that our customers receive the highest levels of service.

Responsibilities:

• Respond to customer inquiries via various channels, providing information on our products, services, and prices
• Managing before and after sales communications with customers and transactions (cancellations/amendments/complaints etc.)
• Manage all aspects of the customer experience, from pre-trip preparations to post-trip follow-up and feedback
• Work closely with our hotel and transportation partners to ensure that all bookings are fulfilled smoothly and efficiently
• Provide exceptional customer service at all times, and work to resolve any customer complaints or issues quickly and effectively
• Managing guest relations and customer experience by keeping up with applicability of the satisfaction-oriented service operations in the quality standards on organizational basis
• Following confirmation process of the reservations
• Managing relations and communications with the service providers from all around the world (hotels, flights, transfers, car rental, insurance agencies)

Qualifications:

• Bachelor's degree in related fields
• 2-5 years of experience in a before/after sale customer service or operations role
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and partners
• Strong attention to detail and the ability to manage multiple tasks and priorities simultaneously
• Familiarity with booking and reservation systems, MS office products
• Strong problem-solving skills, with the ability to think creatively and develop effective solutions to complex issues
• Experience using CSM modules (preferably Mi4Biz) and customer service softwares
• A flexible and adaptable approach to work, with the ability to work independently and as part of a team, and to adjust to changing priorities and requirements as needed
• Compatible with flexible working hours required by working in 24/7 shifts
• Fluent in English