Customer Experience Specialist

13 hours ago


Copenhagen, Copenhagen, Denmark momondo Full time
About KAYAK

KAYAK Cambridge is the world's leading travel search engine, serving billions of queries across its platforms. Our mission is to help people find their perfect flight, stay, rental car, cruise, or vacation package.

We're a global network that includes OpenTable and KAYAK's portfolio of metasearch brands, offering a unique opportunity for collaboration and knowledge sharing.

Job Description

This role requires you to work from our Cambridge, MA office at least 3 days per week. Your primary responsibilities will include:

  • Responding to Consumer Inquiries
    • You will respond to consumer inquiries submitted via online support tools, applying team standards and best practices to formulate appropriate responses.
  • Identifying User Experiences Requiring Internal Review
    • You will identify user experiences that require internal review and collaborate with cross-functional team members for potential product issues and usability improvements.
  • Submitting Service Issues
    • You will submit service issues involving third-party bookings via partner operation process flow and monitor and track resolution.

To be successful in this role, you will need:

  • 2+ years direct consumer services experience.
  • Strong verbal, written, and interpersonal skills (English).
  • Demonstrated self-motivation and self-learning capabilities to expand knowledge and improve processes.
  • Proven ability to multitask and be detail-oriented.
  • Experience handling cases requiring investigation and implementing solutions.
  • Great teamwork and collaboration skills, with an advocate mindset for our customers.
  • Leadership skills desirable.
  • Travel industry experience is a plus.
Benefits and Perks
  • 4 weeks paid vacation.
  • Ability to work from almost anywhere.
  • Day off on your birthday.
  • Generous retirement plans.
  • Ancillary health, dental, and vision insurance plans.
  • Flexible Spending Accounts.
  • Headspace Subscription.
  • No Meeting Fridays.
  • Catered lunches.
  • Flexible hours.


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