Associate Consultant - Customer Experience

Rate Gain 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. Rate Gain helps travel and hospitality businessesaccelerate revenue generation through acquisition, retention, and wallet shareexpansion.

Today,Rate Gain 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, packageproviders, car rentals, travel management companies, cruises, and ferries todrive better business outcomes.

Foundedin 2004 and headquartered in India, Rate Gain works with 33 of the Top 40 Hotel Chains, 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 new revenue every day.

Recognizedglobally for its innovation and impact, Rate Gain has been named Best Digital Marketing Agency by Hotel Tech Report  Awards and Best Channel Manager by the World 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 seven consecutive years. In 2025, Rate Gain was honored as Emerging Company of theYear at The Economic Times Awards for Corporate Excellence, named among

Deloitte 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.

4 - 8 Years

Permanent

Toprovide 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 toagreed service levels

• Handle customer requests and resolve technical andnon-technical issues for assigned products, aiming to resolve them at first contact 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 timely resolution, 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 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 applicabletier-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.

• 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 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 withoutavoidable delays.
• Escalation Quality:
  Escalate…