Travel Consultant III

hace 4 días

Bogotá, Bogotá D.E., Colombia BCD Travel A tiempo completo

Job Title: Travel Consultant III

Job Summary:

The Travel Consultant III is responsible for handling incoming requests via multiple channels. This includes phone, email, and other communication methods. The primary point of contact for the customer, the Travel Consultant III provides active travel consultation towards business customers, including providing travel details and up-selling related products.

Key Responsibilities:

  • Expertly use BCD Travel tools and systems to complete requests
  • Search and confirm travel reservations for the customer
  • Strong understanding of client travel policy and provide consultation to the customer
  • Provide travel offers and general travel advice to travelers
  • Responds to requests accurately and completely
  • Excellent knowledge and application of travel supplier rules
  • Maintains and actively communicates current knowledge of the state of the various travel industries supported
  • Provides the customer with required industry information, such as low fares, exchange costs, and penalties
  • Fulfills all requests regarding necessary regulations (DOT, TSA, passports, visas, etc.)
  • Supports BCD Travel and client-driven initiatives

Problem Solving:

  • Responds and resolves customer inquiries
  • Anticipates and provides assistance on potential challenges
  • Performs follow-up as needed and within the time frame promised to the customer
  • Provides feedback to management to avoid future customer issues
  • Accurately processes complaints (BCD Travel systems and processes and procedures)
  • Displays empathy and acknowledging statements to diffuse emotion during adversity

Quality:

  • Exceeds individual and team goals
  • Effectively uses telephone systems
  • Completes reservations with minimal errors
  • Follows BCD Travel call/email guidelines
  • Adheres to BCD Travel policies and procedures to maintain quality control
  • Provides the customer with a full recap of the confirmed itinerary

Service Excellence:

  • Responds to the customer promptly
  • Provides the customer with undivided attention
  • Lists 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
  • Mindful of the client service level agreement in all transactions

Teamwork:

  • Reviews operational processes and commercial relationship with customer and provides suggestions for improvement
  • Volunteers for additional tasks
  • Supports other 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 BCD Travel communication guidelines and standards (clear, concise, and personal) to interactions
  • Uses correct grammar in interactions

Essential Qualifications:

  • Minimum of 3-5 plus years' experience in the corporate travel management industry
  • Solid working knowledge of the travel industry, policies, procedures, and processes
  • Advanced skills on travel industry systems (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 excellent professional customer service and problem resolution skills
  • Strong problem-solving and/or critical thinking skills

Preferred Qualifications:

  • Bachelor degree preferred
  • Proficiency in Microsoft Office applications
  • Demonstrated internet research skills for customer information

Statement to Third Party Agencies:

BCD Travel only accepts resumes from agencies on the BCD Travel preferred supplier list. Please do not forward resumes to our applicant tracking system, BCD Travel employees, or any BCD Travel office. BCD Travel is not responsible for any fees or charges associated with unsolicited resumes. Violation of this statement with preferred vendors may result in termination of any active service agreements.

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