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 this 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 Job Specific Essential Duties & Responsibilities Handle Incoming Requests *Expertly use the appropriate the 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 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 Quality *Consistently exceeds individual and team goals *Effectively uses the telephone systems *Completes reservations with a few errors *Consistently follows BCD Travel call / email guidelines *Adheres to BCD Travel policies and procedures to maintain quality control Service Excellence *Responds to the customer promptly *Provides the customer his / her undivided attention *Listens and captures information from the customer *Responds appropriately Communication *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 Education / Knowledge / Experience : *English fluent *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 (i.
e. 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