Job Description
Senior Travel Consultant
(Implant Office)
Full Time, Hong Kong
As a Senior Travel Consultant, you will
Handling incoming requests:
- Expertly use the appropriate BCD Travel tools and systems to complete requests
- Search and confirm travel reservations for the customer
- Strong comprehension 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
- Provides the customer with the required industry information, such as low fares, exchange costs and penalties
- Able to fulfill all requests regarding necessary regulations (DOT, TSA, passports, visas, etc.)
- Be a part of BCD Travel and client driven initiatives
Problem Solving:
- Appropriately replies 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
Deliver quality work:
- 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
Be part of a team:
- 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
Actively communicate:
- 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
- Uses correct grammar in interactions
About you:
- Minimum of 1-3 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)
- Able to communicate effectively to clients and internal stakeholders
- 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
- Strong problem solving and/or critical thinking skills
Preferred Qualifications:
Form 5 / HKDSE or above, preferably with Diploma / Certificate in tourism-related field
Proficiency in Microsoft Office applications