Travel Consultant III

hace 1 semana

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

Job Title: Travel Consultant III

Job Summary:

The Travel Consultant III is responsible for providing expert travel consultation to business customers, handling incoming requests, and up-selling related products. This role requires a strong understanding of the travel industry, policies, procedures, and processes.

Key Responsibilities:

  • Expertly use travel industry systems to complete requests
  • Search and confirm travel reservations for customers
  • Provide travel offers and general travel advice to travelers
  • Respond to requests accurately and completely
  • Excellent knowledge and application of travel supplier rules
  • Maintain and actively communicate knowledge of the state of the various travel industries supported
  • Provide customers with industry information, such as low fares, exchange costs, and penalties
  • Fulfill requests regarding necessary regulations (DOT, TSA, passports, visas, etc.)
  • Support BCD Travel and client-driven initiatives

Problem Solving:

  • Respond and resolve customer inquiries
  • Anticipate and provide assistance on potential challenges
  • Perform follow-up as needed and within the time frame promised to the customer
  • Proactively provide feedback to management to avoid future customer issues
  • Accurately process complaints (BCD Travel systems and processes and procedures)
  • Display empathy and acknowledging statements to diffuse emotion during adversity

Quality:

  • Consistently exceed individual and team goals
  • Effectively use telephone systems
  • Complete reservations with minimal errors
  • Consistently follow BCD Travel call/email guidelines
  • Adhere to BCD Travel policies and procedures to maintain quality control
  • Provide customers with a full recap of the confirmed itinerary

Service Excellence:

  • Respond to customers promptly
  • Provide customers with undivided attention
  • Listen and capture information from customers
  • Respond appropriately
  • Ask questions targeted to encourage complete responses
  • Create rapport with customers
  • Match customers' tone and pace
  • Keep interactions moving forward
  • Offer suggestions to customers and anticipate needs
  • Be mindful of the client service level agreement in all transactions

Teamwork:

  • Seek opportunities to review operational processes and the commercial relationship with customers and provide suggestions for improvement
  • Volunteer for additional tasks
  • Actively support other team members within and across teams

Communication:

  • Use positive language and word choices to avoid negative customer reactions
  • Match customers' tone and pace
  • Apply proper BCD Travel communication guidelines and standards (clear, concise, and personal) to interactions
  • Use 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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