The Apple Fulfillment Specialist core responsibility is to perform various tasks related to refund, exchanges, queus for different regions, by processing
such requests, and providing support duties to travel consultants and / or in the completion of the reservation and ticketing process.
Proper use of the appropriate BCD Travel and Apple tools and systems to complete requests.
Search and confirm transactions for the customer.
Strong understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customer.
Get There queu support
Responds to requests accurately and completely.
Excellent knowledge and application of travel supplier rules.
Maintains active communication and seeks expansion of current knowledge.
Supports BCD Travel and client driven initiatives
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
Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity
Processes all ticket exchanges for paper and electronic issued tickets.
Completes all necessary documentation as required by customer.
Reviews PNR for accuracy and proper documentation
Ability to understand airline fare rules.
Verifies seat assignments, special requests, ticket delivery, and ticketing timeline.
Works with travel consultants regarding errors or omissions on reservations.
Maintains full knowledge of the corporate contracts and travel policy.
Handles quality control, ticketing and delivery of tickets requiring manual handling
Quality Control all steps taken to avoid payouts and errors.
Transferable Skills (Competencies)
Knowledge and understanding of BCD Travel operations.
Effective oral and written communication skills.
Organizational and time management skills that result in a high level of productivity.
Able to multi-task effectively.
Ability to be self-directed and self-motivated with minimal supervision.
Ability to work under pressure.
Ability to demonstrate personal and organizational integrity.
Ability to manage responsibilities in a manner to result in lower costs and better efficiencies for company.
Ability to lead - Setting direction, developing teamwork and collaboration, and achieving results through others.
Capability of maintaining a favorable company image when interfacing with outside sources.
Capability of problem solving - Anticipating, initiating and resolving customer or vendor issues.
Capability of working in a team environment as a role model, supporting management and staff, following policies, providing feedback, assisting in special
projects, and taking on additional responsibility.
Strong customer service focus.
Excellent reliability (attendance / on-time).
Experience and Education
High School degree
Travel Industry experience 0-4+ years preferred.
Strong analytical and problem solving skills
Get There experience - plus
Capable of working independently
Excellent customer service skills
Ability to work in a fast paced environment; ability to multi-task and prioritize workload
Able to work extended and off-hours as required