Associate Consultant - Customer Experience

RateGain Associate Consultant – Customer Experience Location: Saudi Arabia About RateGain RateGain Travel Technologies Limited is a global provider of AI-powered SaaS solutions for travel and hospitality, working with 13,000+ customers and 700+ partners across 160+ countries. RateGain helps travel and hospitality businesses accelerate revenue generation through acquisition, retention, and wallet share expansion. Today, RateGain is one of the world's largest processors of electronic transactions, price points, and travel intent data, enabling revenue management, distribution, and marketing teams across hotels, airlines, metasearch companies, package providers, car rentals, travel management companies, cruises, and ferries to drive better business outcomes. Founded in 2004 and headquartered in India, RateGain works with 33 of the Top 40 Hotel Chains, 4 of the Top 5 Airlines, 7 of the Top 10 Car Rental companies, and all leading Destination Marketing Organizations, Online Travel Agents, and metasearch platforms, including 25 Global Fortune 500 companies, unlocking new revenue every day. Recognized globally for its innovation and impact, RateGain has been named Best Digital Marketing Agency by HotelTechReport Awards and Best Channel Manager by the World Travel Tech Awards. The company has also been certified as a Great Place to Work® in the USA, Spain, and India, with recognition in India for seven consecutive years. In 2025, RateGain was honored as Emerging Company of the Year at The Economic Times Awards for Corporate Excellence, named among Deloitte India Technology Fast 50 for the sixth time, and won Excellence in Best AI Solution Showcase for UNO VIVA at the CII National AI Awards 2025. The Mission To provide timely, professional, and effective customer support for assigned RateGain products by resolving technical and non-technical issues, improving the customer experience, and ensuring clear communication and adherence to agreed service levels Key Responsibilities • 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 appropriate etiquette, accuracy, timeliness, and professionalism while working toward agreed operational targets. • Assess the business impact and urgency of each issue and prioritize actions accordingly to support timely response and resolution. • Investigate undocumented or unfamiliar issues using structured troubleshooting and problem-solving skills. • Provide relevant status updates to customers and internal support teams within specified SLAs, following the applicable tier-based timelines. • Escalate issues to the next level of support when required, ensuring the case details, troubleshooting already completed, business impact, and customer communications are clearly documented. • Contribute to Business Intelligence and knowledge-management processes, including creating and updating knowledge-base articles and support documentation. • Continuously develop product knowledge and support skills, identify knowledge gaps, and take steps to address them. • Use basic SQL to support initial investigation and troubleshooting where applicable. • Manage client interactions professionally, building trust through clear communication, follow-through, and expectation management. Functional KPIs • First Contact Resolution (FCR): Resolve customer issues at 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 communication and 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 and provide status updates within the committed timeframe. • Issue Ownership and Resolution: Demonstrate ownership, prioritize by business impact, and progress issues to resolution without avoidable delays. • Escalation Quality: Escalate cases to the appropriate support level on time, with complete information and clear troubleshooting history. • Knowledge Base Contribution: Create or update useful support articles and contribute to knowledge sharing as required. • Product and Technical Readiness: Maintain working knowledge of assigned products and apply basic SQL and structured troubleshooting where relevant. • Operational Performance: Consistently work toward agreed productivity, quality, and support-operation targets. Key Competencies • Language Proficiency: Strong written and spoken English and Arabic. • Customer and Client Management: Ability to manage client expectations, communicate clearly, and maintain a professional customer-focused approach. • Problem Solving: Structured troubleshooting and the ability to investigate unfamiliar or undocumented issues. • Technical Aptitude: Basic SQL knowledge and confidence working through technical and non-technical support queries. • Ownership and Accountability: Follows through on issues and 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 issue urgency and business impact and prioritizes work accordingly. • Escalation Management: Understands escalation procedures and knows when and how to involve higher support tiers. • Documentation and Knowledge Sharing: Maintains accurate case 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, Customer Support, Application Support, or Technical Support. • Must be located in Saudi Arabia. • Must be proficient in written and spoken English and Arabic. • Experience in customer support, technical support, service desk, or a client-facing support role is preferred. • Experience managing clients and handling customer queries across phone, chat, or other online channels. • Basic SQL knowledge is required. • Ability to work with SLAs, document cases accurately, and follow escalation procedures.

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

Key Responsibilities: - 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 appropriate etiquette, accuracy, timeliness, and professionalism while working toward agreed operational targets. - Assess the business impact and urgency of each issue and prioritize actions accordingly to support timely response and resolution. - Investigate undocumented or unfamiliar issues using structured troubleshooting and problem-solving skills. - Provide relevant status updates to customers and internal support teams within specified SLAs, following the applicable tier-based timelines. - Escalate issues to the next level of support when required, ensuring the case details, troubleshooting already completed, business impact, and customer communications are clearly documented. - Contribute to Business Intelligence and knowledge-management processes, including creating and updating knowledge-base articles and support documentation. - Continuously develop product knowledge and support skills, identify knowledge gaps, and take steps to address them. - Use basic SQL to support initial investigation and troubleshooting where applicable. - Manage client interactions professionally, building trust through clear communication, follow-through, and expectation management.