Associate Consultant - Customer Experience

RateGain; Riyadh; Vor Ort; SAR 60.000 - 90.000; Vollzeit

Zusammenfassung

RateGain is seeking a customer support professional based in Saudi Arabia to provide timely, professional assistance for RateGain products. You will resolve technical and non-technical issues, communicate effectively via phone and chat, and document interactions in the system. Role requires 4–8 years in CX/CS and bilingual English/Arabic.

The position emphasizes ownership, SLA adherence, and collaboration with internal teams to improve the customer experience.

Qualifikationen

• 4–8 years of experience in Customer Experience, Customer Support, Application Support, or Technical Support.
• Must be located in Saudi Arabia.
• Proficient in written and spoken English and Arabic.

Aufgaben

• Handle customer requests and resolve technical and non-technical issues for assigned products, aiming to resolve them at first contact wherever possible.
• Provide professional and competent phone and online support, including chat, to global customers.
• Document customer interactions, troubleshooting steps, resolutions, and any required follow-up in the appropriate systems.
• Call back customers who are waiting for an update within the agreed timeframe.
• Take ownership of customer issues and work toward timely resolution, keeping the customer informed throughout the process.
• Manage all customer communications with etiquette, accuracy, timeliness, and professionalism while working toward agreed operational targets.
• Assess business impact and urgency of each issue and prioritize actions accordingly.
• Investigate undocumented or unfamiliar issues using structured troubleshooting and problem-solving skills.
• Provide relevant status updates to customers and internal support teams within SLAs.
• Escalate issues to the next level of support with complete case details.
• Contribute to knowledge-base articles and support documentation.
• Continuously develop product knowledge and support skills; identify knowledge gaps.

Kenntnisse

Customer support

Technical support

SQL basics

English & Arabic

Communication

Ausbildung

Relevant educational qualification

Tools

SQL

Jobbeschreibung

RateGain

AboutRateGain

RateGainTravel Technologies Limited is a global provider of AI-powered SaaS solutionsfor travel and hospitality, working with 13,000+ customers and 700+ partnersacross 160+ countries. RateGain helps travel and hospitality businessesaccelerate revenue generation through acquisition, retention, and wallet shareexpansion.

Today,RateGain is one of the world's largest processors of electronic transactions, pricepoints, and travel intent data, enabling revenue management, distribution, andmarketing teams across hotels, airlines, metasearch companies, packageproviders, car rentals, travel management companies, cruises, and ferries todrive better business outcomes.

Foundedin 2004 and headquartered in India, RateGain works with 33 of the Top 40 HotelChains, 4 of the Top 5 Airlines, 7 of the Top 10 Car Rental companies, and allleading Destination Marketing Organizations, Online Travel Agents, andmetasearch platforms, including 25 Global Fortune 500 companies, unlocking newrevenue every day.

Recognizedglobally for its innovation and impact, RateGain has been named Best DigitalMarketing Agency by HotelTechReport Awards and Best Channel Manager by theWorld Travel Tech Awards. The company has also been certified as a Great Placeto Work® in the USA, Spain, and India, with recognition in India for sevenconsecutive years. In 2025, RateGain was honored as Emerging Company of theYear at The Economic Times Awards for Corporate Excellence, named amongDeloitte India Technology Fast 50 for the sixth time, and won Excellence inBest AI Solution Showcase for UNO VIVA at the CII National AI Awards 2025.

Job Description

4 - 8 Years

Permanent

TheMission

Toprovide timely, professional, and effective customer support for assignedRateGain products by resolving technical and non-technical issues, improvingthe customer experience, and ensuring clear communication and adherence toagreed service levels

KeyResponsibilities

• Handle customer requests and resolve technical andnon-technical issues for assigned products, aiming to resolve them at firstcontact wherever possible.
• Provide professional and competent phone and onlinesupport, including chat, to global customers.
• Document customer interactions, troubleshooting steps,resolutions, and any required follow-up in the appropriate systems.
• Call back customers who are waiting for an update withinthe agreed timeframe.
• Take ownership of customer issues and work toward timelyresolution, keeping the customer informed throughout the process.
• Manage all customer communications with appropriateetiquette, accuracy, timeliness, and professionalism while working towardagreed operational targets.
• Assess the business impact and urgency of each issue andprioritize actions accordingly to support timely response and resolution.
• Investigate undocumented or unfamiliar issues usingstructured troubleshooting and problem-solving skills.
• Provide relevant status updates to customers andinternal support teams within specified SLAs, following the applicabletier-based timelines.
• Escalate issues to the next level of support whenrequired, ensuring the case details, troubleshooting already completed,business impact, and customer communications are clearly documented.
• Contribute to Business Intelligence andknowledge-management processes, including creating and updating knowledge-basearticles and support documentation.
• Continuously develop product knowledge and supportskills, identify knowledge gaps, and take steps to address them.
• Use basic SQL to support initial investigation andtroubleshooting where applicable.
• Manage client interactions professionally, buildingtrust through clear communication, follow-through, and expectation management.

FunctionalKPIs

• First Contact Resolution (FCR): Resolve customer issuesat first contact wherever possible, in line with agreed targets.
• SLA Adherence: Meet the defined response, update,callback, and resolution timelines, including applicable tier-based SLAs.
• Customer Experience: Maintain professional communicationand work toward agreed customer satisfaction and service-quality targets.
• Case Documentation: Ensure customer interactions,troubleshooting steps, escalations, and resolutions are accurately recorded.
• Follow-up Management: Complete customer callbacks andprovide status updates within the committed timeframe.
• Issue Ownership and Resolution: Demonstrate ownership,prioritize by business impact, and progress issues to resolution withoutavoidable delays.
• Escalation Quality: Escalate cases to the appropriatesupport level on time, with complete information and clear troubleshootinghistory.
• Knowledge Base Contribution: Create or update usefulsupport articles and contribute to knowledge sharing as required.
• Product and Technical Readiness: Maintain workingknowledge of assigned products and apply basic SQL and structuredtroubleshooting where relevant.
• Operational Performance: Consistently work toward agreedproductivity, quality, and support-operation targets.
• Language Proficiency: Strong written and spoken Englishand Arabic.
• Customer and Client Management: Ability to manage clientexpectations, communicate clearly, and maintain a professional customer-focusedapproach.
• Problem Solving: Structured troubleshooting and theability to investigate unfamiliar or undocumented issues.
• Technical Aptitude: Basic SQL knowledge and confidenceworking through technical and non-technical support queries.
• Ownership and Accountability: Follows through on issuesand takes responsibility for customer updates and next steps.
• Communication and Etiquette: Clear, courteous, timely,and professional communication across phone, chat, and written channels.
• Prioritization and Business Acumen: Understands issueurgency and business impact and prioritizes work accordingly.
• Escalation Management: Understands escalation proceduresand knows when and how to involve higher support tiers.
• Documentation and Knowledge Sharing: Maintains accuratecase records and contributes to clear, reusable knowledge-base content.
• Learning Agility: Proactively builds product knowledge,addresses knowledge gaps, and adapts to changing processes.

Education& Experience

• Relevant educational qualification in a related field.
• 4–8 years of experience in Customer Experience, CustomerSupport, Application Support, or Technical Support.
• Must be located in Saudi Arabia.
• Must be proficient in written and spoken English andArabic.
• Experience in customer support, technical support,service desk, or a client-facing support role is preferred.
• Experience managing clients and handling customerqueries across phone, chat, or other online channels.
• Basic SQL knowledge is required.
• Ability to work with SLAs, document cases accurately,and follow escalation procedures.