Full job description
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As a Travel C onsultant , you’ll join our highly skilled remote team, providing outstanding service to our corporate business clients. We’re most proud of our warm and inclusive culture, innovation in the travel tech space, internal promotions, and career advancement opportunities . M ost of our Traveler Care leadership started in this role , and you can find us in almost every other department at Amex GBT .
The role will form part of a highly skilled team of Corporate Travel Counsellors located at our Office. The role will report to a Team Coach.
What You’ll Do
Operating in a 24 hour a day, 7 days a week team, with variable shift (days, nights and weekends).
Act as Travel Advisor and Consultant to a single or multiple Corporate Business accounts with the willingness to jump in and flexibility in shifts to meet client needs
Act as the point of sale on all Domestic & International travel requirements, arranging both routine and complex travel for air, rail, car, and Hotel accommodation, using one or multiple Global Distribution Systems (GDS), Sabre, Apollo, Galileo, Amadeus.
Provide consultative advice, solutions and recommendations. Additionally, pro-actively selling additional service for our travelers (e.g. Hotel and Car), whilst ensuring adherence to the customers agreed travel policy and requirements
Aligning with all legal standard requirements, which include mandatory training, compliance and sanctions
Deliver expectations on individual/shared team goals and support all business Key Performance Indicators. Proactively review your metrics to check on and improve performance
Follow internal compliance and regulatory requirements for all customers and locations supported
Manage the end-to-end booking process through the ticketing and order fulfillment, either over the telephone, via messaging or via email or back office systems and servicing platforms.
Operate in a telephony servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics), and driving key partnerships and sale of preferred air and hotel partners
Operate in a Multi-Channel servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics
Use positive telephone service techniques; act on special customer requests and maintain excellent client relations
Meeting the servicing of your nominated account or clients travel requirements, whilst adhering to your nominated call schedule daily, and reporting any variances in the workforce management scheduling tool to your Team Coach
Coach, develop and mentor more junior Travel Counsellor colleagues in the team as needed
Express enthusiasm and energy within the organization and always act according to company ethics, values and Compliance guidelines.
Working on phone, email or chat booking air, rail, hotel and car rental
Investigates/action Travel Counsellors reservations/PNR for ticketing, quality/accuracy, client blocking issues or lowest fare
What We’re Looking For
Detailed understanding of fares and ticketing rules, for car, air, hotel travel
Knowledge and experience of:
Air, rail, hotel, car booking
Calculating and Processing exchanges
High proficiency in one or multiple GDS
Sabre, Apollo, Galileo, Amadeus
Experience working in a high touch service environment where performance is measured
Experience working in a team
Background in Business Travel, leisure or airline reservation required
Passion for Excellence in Client Service
Excellent Professional Communication – both written and verbal
Diligent – ability to act with integrity, and deal sensitively with personal and confidential traveler information
Ability to research and resolve customer service and traveler issues independently and /or with supplier
Problem Solving, with a process improvement approach
Able to work under pressure, with a sense of urgency while maintaining a professional rapport and multi-task, accepting and adapting to change quickly and professionally
Ability to positively influence team and peers
Learning agility and ability to act on constructive feedback
Possess a strong understanding of travel trends and industry standard methodologies
Our Traveler Care team is a 24/7 operation. Please be flexible and prepared to work in aftrhours shifts and weekends.
Location Gurgaon, India
The #TeamGBT Experience
Work and life: Find your happy medium at Amex GBT.
Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.
Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
Wellbeing resources to support mental and emotional health for you and your immediate family.
And much more!
A ll applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.
Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement .
What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;” please apply anyway. You may be exactly the person we’re looking for!
