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Senior Travel Consultant
Job Summary: The Travel Consultant II 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.
This position demonstrates a strong understanding and applicability of all areas of responsibility. Works independently on requests. Provides assistance to team members as requested.
Job Duties and Responsibilities: Handle Incoming Requests
- Consistently chooses the correct 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 travel offers and 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 all requests regarding necessary regulations (DOT, TSA, passports, visas, etc.)
- Supports BCD Travel and client driven initiatives
Problem Solving
- Appropriately responds and resolves 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)
- Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity
- Often 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
- Provides feedback to management to avoid future customer issues when solicited
Quality - Consistently meets and sometimes exceeds individual and team goals
- Effectively uses the telephone systems
- Completes reservations with a few errors
- Consistently 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 - Provides constructive feedback on daily operational processes and commercial relationship with customer when appropriate
- Completes tasks as assigned
- Willingly offers assistance to team members within and across teams
Communication
- 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
- Uses correct grammar in interactions
Required Qualifications: - Minimum of 3 years' experience in the travel industry
- Solid working knowledge of the travel industry, policies, procedures and processes
- Knowledgeable of travel industry systems (i.e. GDS)
- Strong verbal and written communication skills in designated languages
- Proven ability to handle multiple priorities simultaneously
- Ability to work flexible hours
- Ability to work independently, exercising discretion and judgment
- Demonstrated professional customer service skills
Preferred Qualifications: - Bachelor degree preferred
- Proficiency in Microsoft Office applications
- Demonstrated internet research skills for customer information
- Degree in tourism-related field
- Strong problem solving and/or critical thinking skills
Area of Interest
Travel Operations
