Travel/Sr. Travel Associate

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Employer - BCD Travel Corporate
Category - Travel-Tourism-Airlines
Job title - Travel/Sr. Travel Associate

Job Description
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Travel Consultant III
Job Summary:
The Travel Consultant III 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 performs at an expert/senior level and demonstrates an extensive understanding and applicability of all areas in the travel industry. Works independently on requests. Takes the initiative to provide assistance to team members and management as requested.
Essential Duties and Responsibilities: Handling incoming requests:
Expertly use the appropriate BCD Travel tools and systems to complete requests
Search and confirm travel reservations for the customer
Strong understanding of a client travel policy and can appropriately guide and consistently 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, actively communicates and seeks expansion of 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
Anticipates and provides assistance on potential challenges that may arise for the customer
Performs follow-up as needed and within the time frame promised to the customer
Proactively provides feedback to management to avoid future customer issues
Accurately processes the complaint (BCD Travel systems and processes and procedures)
Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity
Consistently exceeds individual and team goals
Effectively uses the telephone systems
Completes reservations with minimal 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
Seeks opportunities to review operational processes and the commercial relationship with customer and provides suggestions for improvement
Volunteers for additional tasks
Actively supports other 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

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Job Location Hyderabad, Telangana
Date Posted 15 Sep 2019
Employer Email --No Email
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