*where will* *your* *career take you?*
*we're not just any travel management company.*
*we help clients *_travel smart_* and *_achieve_* *_more._*
*corporate travel consultant*
*job summary*:
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
- 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