ERP Support Consultant providing technical and functional support for ERP systems at Questel. Assisting users and troubleshooting system issues to ensure efficient operations across business processes.
About the role
- Assist affiliated agencies and customers with reservations, cancellations, refunds, and special requests. Work across Phone, Email, WhatsApp and company platforms, interpreting GDS records and supporting customer retention and issue resolution.
Responsibilities
- Analyze all cancellation, change and refund processes.
- Send quotes and support transactions for affiliated agencies.
- Read and interpret GDS histories and airline portal records.
- Handle voluntary and involuntary reservation and ticketing processes.
- Manage special assistance with suppliers, such as name corrections, meal requests, bassinet requests, and other special services.
- Process refunds directly through airline and supplier portals.
- Provide multichannel support: Phone, Email, WhatsApp, and other company platforms.
- Monitor and resolve issues, ensuring a positive experience for customers.
- Participate in customer negotiation and retention when required.
Requirements
- High school diploma required. A university degree or coursework (Tourism, Business Administration, or related fields) is a plus.
- Experience in customer service (SAC).
- Experience with GDS and airline portals is an advantage.
- Ability to transition between sales and customer service responsibilities.
- Skills: verbal and written communication, organization, and teamwork.
- Familiarity with Google tools (Gmail, Google Docs).
- Availability to work one of the following shift schedules (6x1 - six days on, one day off): 08:00–14:00 | 10:00–16:00 | 13:00–19:00.
Benefits
- Health insurance
- Dental insurance
- Life insurance
- Gympass or Totalpass (corporate gym membership)
- Educational partnerships
- Discounts on Decolar!
- Transportation allowance (Vale Transporte)
- Flex Card (meal/food benefits - VR/VA)
- Bonuses
- Childcare assistance
- Home office allowance
- Pet-friendly environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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