Job Description

Corporate Travel Consultant
Job Summary:
The Corporate Travel Consultant is responsible for accurately and efficiently handling incoming requests via multiple channels (i.e. phone, email, etc.).
The travel consultant is the primary point of contact for the customer and provides active travel consultation towards the business customers, including providing travel details and up-selling of related product.
Essential Duties and Responsibilities:
Handling incoming requests -

• Uses the BCD Travel tools and systems to complete requests
• Search and confirm travel reservations for the customer
• Understands and accurately applies client travel policy and requirements to each interaction
• Provide general travel advice to travelers
• Responds to requests accurately and completely
• Understands and accurately applies travel supplier rules
• Maintains current knowledge of the state of the various travel industries supported
• Provides the customer with the required industry information, such as low fares, exchange costs and penalties
• Can fulfill basic requests regarding necessary regulations (DOT, TSA, passports, visas, etc.)
• Supports BCD Travel and client driven initiatives

Problem solving -

• Appropriately responds to customers inquiries
• Performs follow-up as needed and within the time frame promised to the customer
• Seeks assistance from others for the resolution as appropriate
• Accurately processes the complaint (BCD Travel systems and processes and procedures)
• Begins to demonstrate empathy in customer interactions to diffuse emotion during adversity
• Occasionally uses statements to the customer to validate a clear understanding of the customer's needs
• Focuses on the resolution versus the cause of the problem

Quality -

• Meets individual and team goals
• Correctly uses the telephone systems
• Completes reservations with a minimum of errors
• Generally follows BCD Travel call/email guidelines
• Adheres to BCD Travel policies and procedures to maintain quality control
• Provides the customer a full recap of the confirmed itinerary

Service Excellence -

• Responds to the customer promptly
• Provides the customer his/her undivided attention
• Listens and captures information from the customer
• Responds appropriately
• Asks questions targeted to encourage complete responses
• Creates rapport with the customer
• Matches the customer's tone and pace
• Keeps the interaction moving forward
• Offers suggestions to the customer and anticipates needs
• Is mindful of the client service level agreement in all transactions

Teamwork and communication -

• Provides constructive feedback on daily operational processes and commercial relationship with customer when asked
• Completes tasks as assigned
• Willingly offers assistance to team members within and across teams
• Uses positive language and word choices to avoid negative customer reactions
• Matches the customer's tone and pace
• Applies proper BCD Travel communication guidelines and standards (clear, concise and personal) to interactions

Qualifications:

• Prior experience in a customer service oriented position
• Strong verbal and written communication skills in designated languages
• Ability to work flexible hours
• Demonstrated understanding of customer servicing excellence
• Proven ability to handle multiple priorities simultaneously
• Ability to work independently, exercising discretion and judgment

Regards

Santosh.S