Job Description
Sr Corporate Travel Consultant (Egencia)
- United States – Virtual Location
- Full time
- J-63675
Egencia (an Amex GBT company) is a place where colleagues find inspiration in travel as a force for good and through their work can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.
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About Us:
Egencia started out by reinventing the business travel technology industry, and we haven’t stopped since. We are purpose-built to provide the industry’s best travel management experience and we’re continually investing to make it even better, faster, and easier for people to connect with confidence. Come help us shape what’s next in the world of business travel technology.
Egencia makes business travel better. Combining technology and service, we build a flawless experience, where companies have access to a user-friendly interface, diverse travel options, and 24/7 global support. Join our mission and help us take the next steps in redefining the world of business travel.
Overview of Role:
The Senior Travel Consultant role at Egencia is to deliver exceptional travel service experience for our Corporate and Business Travel Customers. By working together as a successful team, who are specialized with in depth knowledge, our Travel Consultants provide exceptional traveler care, first call resolution and the highest quality of customer service to Egencia corporate clients.
It is a high touch service environment, where you will have true accountability for the service relationship and customer experience, by providing creative and timely travel solutions, using available tools and technology as needed, while increasing supplier revenue.
The role will form part of a highly skilled team of Senior Corporate Travel Consultants located virtually from home. The role will report to a Team Leader.
Key Responsibilities:
- Candidate should be comfortable working a shift during business hours – 4:45am 6pm Pacific Time.
- Act as Travel Advisor and Consultant to a single or multiple Corporate Business and accounts with the willingness to jump in and flexibility in shifts to meet client needs
- Act as the point of sale on all Domestic & International travel requirements, arranging both routine and sophisticated travel for air, rail, car, and Hotel accommodation, using Sabre and Amadeus.
- Provide consultative advice, solutions and recommendations. Additionally, pro-actively selling additional service for our travelers (e.g. Hotel and Car/Car Service), whilst ensuring adherence to the customers agreed travel policy and requirements
- Following all legal standard requirements, which include required training, compliance and sanctions
- Deliver expectations on individual/shared team goals and support all business Key Performance Indicators. Proactively review your metrics to check on and improve performance
- Follow internal compliance and regulatory requirements for all customers and locations supported
- Handle the end-to-end booking process through the ticketing and order fulfillment, either over the telephone, via messaging or via email or back-office systems and servicing platforms.
- Operate in a multi-channel environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics), and driving key partnerships and sale of preferred air and hotel partners
- Use positive telephone service techniques; act on special customer requests and maintain excellent client relations
- Arrange domestic and international business travel for air, road, rail and accommodation, using the assigned GDS
- Proactively sell additional services for our travelers, e.g. Hotel and Car.
- Express passion and energy within the organization and always act according to company Ethics, Values, and Compliance guidelines.
- Act in accordance with all Egencia and GBT policies and procedures
Key Qualifications and Attributes:
- In depth knowledge of:
- International air, hotel, car, and rail booking
- High touch customer service
- High proficiency in GDS Sabre
- 5+ years business travel proven experience
- Experience Microsoft Office
- Detailed understanding of fares and ticketing rules – domestic and international land, air, and sea travel
- Excellent communication skills written and verbal
- Influencing skills
- Passion for Excellence in Customer Service with attention to detail
- Ability to act with integrity when handling personal and confidential traveler information
- Problem Solving, with a process improvement approach
- Ability to multi-task and act with a sense of urgency
- Possess a strong understanding of travel trends and industry standard processes
- Background in Business Travel, leisure or airline reservation required
- Ability to assist and coach customers on the online booking tool