About RateGain?

RateGain Travel Technologies Limited is a global provider of AI-powered SaaS solutions for travel and hospitality that works with 16,000+ customers and 700+ partners in 100+ countries helping them accelerate revenue generation through acquisition, retention, and wallet share expansion.?

RateGain today is one of the world?s largest processors of electronic transactions, price points, and travel intent data helping revenue management, distribution and marketing teams across hotels, airlines, meta-search companies, package providers, car rentals, travel management companies, cruises and ferries drive better outcomes for their business.?

Founded in 2004 and headquartered in India, today RateGain works with 26 of the Top 33 Hotel Chains, 25 of the Top 30 Online Travel Agents, 4 of the Top 5 Airlines, and all the top car rentals, including 25 Global Fortune 500 companies in unlocking new revenue every day.?

About the Role

We are looking for a customer-focused and detail-oriented Associate Consultant ? Customer Experience to deliver high-quality support to global clients. The role requires strong expertise in handling technical and non-technical queries, ensuring timely resolution, and maintaining excellent customer satisfaction standards.

The ideal candidate will have experience in client management, strong communication skills, and the ability to thrive in a fast-paced, 24/7 support setting.

Key Responsibilities

- Handling customer requests and resolving customer?s technical and non-technical issues as often as possible during the first contact for assigned products.




- ?Provide a professional competent standard of phone and online support (Chat) for Global customers.
- ?Document all customer interactions.
- Call back customers waiting for follow-up in the agreed timeframe.
- Demonstrate ownership and willingness to resolve issues in a timely manner.
- Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets. Understanding of escalation handling procedures.
- Understand the issue?s business impact put efforts accordingly to ensure a time response and Resolution for the customer.
- ?Resolve undocumented customer issues through advanced problem solving.
- Provide status updates and relevant information to support teams and customers within the specified SLAs should adhere to the time in tier matrix.
- Should forward any issues/escalations to next level of support for further resolution
- Participation in Business Intelligence processes including taking an active role in Knowledgebase document creation.
- Responsible for ongoing knowledge and skills development and for identifying developmental needs and addressing knowledge gaps




- Should be proficient in written and spoken English and Arabic

Education Experience

- Bachelor?s degree or equivalent qualification required
- 4 ? 6 years of relevant experience in customer support/client management roles
- Experience working in a global support environment is preferred

Skills Competencies

- Excellent written and verbal communication skills (English mandatory)
- Strong problem-solving and analytical abilities
- Ability to handle high-pressure situations and meet SLAs
- Customer-first mindset with strong relationship management skills
- Familiarity with ticketing tools and support workflows
- Basic SQL knowledge is an added advantage

Attributes

- Strong sense of ownership and accountability
- High level of professionalism and customer empathy
- Ability to work independently and collaboratively
- Willingness to work in a 24/7 shift environment
- Continuous learning mindset and adaptability

Equal Opportunity Employer:

We are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Associate Consultant - Customer Experience (Uttar Pradesh)
🏢 RateGain
📍 Uttar Pradesh