Job Description
Where will your career take you? We're not just any travel management company.
We help clients travel smart and achievemore.
Corporate Travel Consultant
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 
