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