Customer Support & Ticket Change Assistant - Hiring in process/Finished, not possible to apply

About the KILROY Group

The KILROY Group is one of the largest providers of travel and education services in Northern Europe and we are market leaders in Belgium, Denmark, Finland, Iceland, Netherlands, Norway, Poland and Sweden. In 2017, The KILROY Group had a joint turnover of DKK 1.7 billion and employed around 400 people, of which approximately 85 employees are working out of the headquarters located in the heart of Copenhagen.

About the position

As Customer Support & Ticket Change Assistant, you will primarily be responsible for providing outstanding customer service to customers across all our markets and assist customers with voluntary date and route changes. You will be working as a part of our central team in Copenhagen and take on various customer service and ticketing tasks.

Key tasks and responsibilities

The main tasks and responsibilities include, but are not limited to;

• Ensuring a high level of service to all customers both via email, chat and on phone
• Managing involuntary schedule changes and cancellations
• Assisting customers with voluntary date and route changes, e.g. booking flights and reissuing tickets
• Providing our customers with all required information regarding their reservation and travel

About you

You are a great communicator, who can communicate clearly and constructively with our customers. Preferably, you have experience from the travel industry, but most importantly, you have a passion for customer service and enjoys working in a team with constant development and great demands on efficiency, cooperation and service.

Requirements

We will provide training in our systems and workflows, but the ideal candidate must be:

• customer oriented and able to quickly build trust by acting in a professional and friendly way
• experienced from a travel agency or the airline industry, as knowledge of GDS is essential
• focused on solutions and able to stay calm when customers are experiencing difficulties
• flexible and open to change, both in terms of tasks and working hours
• productive and able to get work done properly, consistently and on time
• eager to learn, proactively interested in developing relevant competences
• a team player, who understands the dynamics of a team and enjoys being a positive contributor
• IT proficient and able to work in several systems
• fluent in English and a language from one of our markets (Nordics + Netherlands)
• able to work and thrive in an ever-changing business, with unforeseen happenings that will create pressure on central functions

We offer

As Customer Support & Ticket Change Assistant, you will be part of a young and dynamic work environment with great colleagues. You will have a versatile workday with different tasks and a high level of responsibility. Your work place will be in a modern office environment in the heart of Copenhagen.

Information and application

Please submit your application in English.