Description
Blockskye is transforming corporate travel and entertainment with next-generation blockchain-powered booking, payment, and expense solutions. By connecting suppliers and corporate buyers through cutting-edge technology, we drive transparency, trust, and efficiency in travel management. Backed by industry-leading partners in booking technology, airlines, and innovative payment solutions, we are shaping the future of the industry.
We’re seeking a Customer Care Representative to support our Operations team by managing customer inquiries, resolving escalations, and ensuring seamless communication between clients, suppliers, and internal teams. If you thrive in a fast-paced environment and have a passion for exceptional service, we’d love to hear from you!
Responsibilities
* Serve as the escalation point for complex travel-related issues requiring deep understanding of GDS and OBT functionality, as well as vendor and client specific policies and procedures.
* Engage with customers via phone, email, and chat to address inquiries and issues, ensuring SLAs are met.
* Collaborate closely across internal teams and suppliers to investigate and resolve service concerns that impact traveler experience or compliance with corporate travel policies.
* Analyze escalated cases for root cause and trends, providing recommendations to improve upstream workflows and reduce recurring issues.
* Maintain high accuracy in handling detailed traveler data and booking elements; proactively flag inconsistencies to mitigate risk.
* Partner with internal operations, client services, and supplier partners to ensure seamless resolution and exceptional service recovery.
* Contribute to training content and feedback loops by sharing escalation trends and process gaps, supporting continuous improvement initiatives.
* Utilize GDS (Amadeus preferred), Salesforce, and internal tools to manage and track inquiries, document resolutions, and ensure issue transparency across teams.
* Provide monthly and quarterly trend analysis to support internal initiatives, client communications and supplier opportunities.
Requirements
* 3+ years of experience in corporate travel, with demonstrated expertise in handling complex service scenarios and escalations.
* Proficiency in a GDS, preferably Amadeus, with a solid ability to read and interpret PNR history.
* Deep understanding of global travel policies and corporate vendor agreements to deliver compliant, cost-effective and traveler-friendly solutions.
* Proven ability to deliver exceptional customer service, with a proactive, empathetic, and solutions-focused mindset that builds trust and drives satisfaction.
* Demonstrated success in managing and resolving escalations, taking full ownership from intake to resolution, and engaging appropriate teams for a timely and thorough outcome.
* Strong problem-solving and analytical skills with a focus on value-added resolutions that balance traveler needs, policy compliance, and financial impact mitigation.
* High level of professionalism and emotional intelligence in high-pressure or sensitive situations, maintaining a calm and consultative tone throughout.
* Experience using CRM systems like Salesforce to track interactions, maintain visibility across teams, and ensure documentation of escalated issues.
* Proficient in Google Workspace and/or Microsoft Office tools for issue tracking, reporting and data analysis.
* Recognized as a team player and collaborator, willing to share knowledge and go above and beyond to support peers and enhance overall service delivery.
Why Join Us?
At Blockskye, we are redefining corporate travel and payment through blockchain technology. By joining our team, you’ll be part of an innovative, forward-thinking company that values collaboration, operational excellence, and transformational leadership.
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
Blockskye is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. #J-18808-Ljbffr