• Travel Consultant

    American Express Global Business Travel Albany, NY 12260

    Job #2293235223

  • Job Description

    Overview of Role:

    The Ovation Specialize Travel Consultant role at GBT is to deliver exceptional travel service experience for our Corporate Business Customers. By working together as a high performing team, our Ovation Specialize Travel Consultants provide exceptional traveler care, first call resolution and the highest quality of customer service to GBT 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 maximizing supplier revenue.

    The role will form part of a highly skilled team of Corporate Ovation Specialize Travel Consultants located virtually from home. The role will report to an operations supervisor and support from an operations manager.

    Key Responsibilities:

    • Hours of Operation and shifts available: 8am-9pm ET Monday-Friday

    • Act as trusted advisor and consultant to a single or multiple corporate accounts with the willingness to jump in and flexibility in shifts to meet client needs. Support other Ovation work, including other Ovation customers when directed to do so by Ovation leadership.

    • Act as the point of sale on all Domestic & International travel requirements, arranging both routine and complex travel for air, rail, car, and Hotel accommodation, utilizing (GDS), Sabre.

    • Provide consultative advice, solutions, and recommendations. Additionally, pro-actively selling additional service for our travelers (e.g., hotel and car), whilst ensuring adherence to the customers agreed travel policy and requirements and adhering to quality assurance standards.

    • Complying with all legal standard requirements, which include mandatory training, compliance and sanctions

    • Deliver expectations on individual/shared team goals and support all business Key Performance Indicators. Proactively review your performance to check on and improve performance

    • Follow internal compliance and regulatory requirements for all customers and locations supported

    • Manage 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 telephony servicing 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

    • Operate in multi-channel (phone, email & chat) servicing environments 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

    • Use positive telephone service techniques; act on special customer requests and maintain excellent client relations

    • Coach, develop and mentor more junior Ovation Specialize Travel Consultant colleagues in the team as needed

    • Express enthusiasm and energy within the organization and always act according to company ethics, values and compliance guidelines.

    Additional Accountabilities

    • Investigates/action Ovation Specialize Travel Consultants reservations/PNR for ticketing, quality/accuracy, client escalations or lowest fare (e.g., CSI, Going the Extra Mile "GEM")

    Key Qualifications and Attributes:

    • Detailed understanding of fares and ticketing rules, for car, air, hotel travel

    • Knowledge and experience of:

    • Air, rail, hotel, car booking

    • Calculating and Processing exchanges

    • High proficiency in Sabre GDS

    • Experience working in a high touch service environment where performance is measured

    • Experience working in a team

    • Background in Business Travel

    • Passion for Excellence in Client Service

    • Excellent Professional Communication - both written and verbal

    • Detail-oriented - ability to act with integrity, and deal sensitively with personal and confidential traveler information

    • Ability to research and resolve customer service and traveler issues independently and /or with supplier

    • Problem Solving, with a process improvement mindset

    • Able to work under pressure, with a sense of urgency while maintaining a professional rapport and multi-task, accepting and adapting to change quickly and professionally

    • Ability to positively influence team and peers

    • Learning agility and ability to act on constructive feedback

    • Possess a strong understanding of travel trends and industry best practices

    Location

    United States - New York - Virtual Location

    It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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