Job details
Job type full-time
Full job description
Overview: offer best in class vip travel consultation to travel leaders clients as part of our after-hours service teamThis position is full time, and requires some flexibility in scheduleThe vip travel specialist will be responsible for ensuring travelers and travel arrangers receive the highest level of consultation and support when engaging with our after-hours teamQuote and book accurate domestic & international, car and hotel reservations, ensuring all corporate travel policies are followed while delivering the highest level of consultation and customer serviceResponsibilities:
Service inbound corporate and government travel requests accurately with best in class customer service.
Vip travel specialist must be able to work quickly and efficiently within defined service sla’s.
Delivery extraordinary customer service to all travel leaders clients.
Greet all clients with enthusiasm.
Provide consultative service to travelers and travel arrangers throughout the booking process.
Ability to quickly identify traveler needs and proactively secure amenities and upgrades (air, car, hotel)
Complete all reservations in an accurate and timely manner, ensuring all corporate travel policies are followed.
Ability to locate best fares and offer other consultative low cost/low fare options for air, car and hotel reservations
High attention to detail, ability to uncover potential problems and take steps to mitigate issues proactively
Follow applicable guidelines around federal and state travel requirements, including the fly america act.
Engage with travel leaders corporate airline, car and hotel vendors for assistance with vip bookings.
Service customers in our multi-channel support environment
Telephonic, chat, email
Maintain goal expectations in the following areas:
Productivity – measured by transactions per day.
Quality – minimal customer service issues.
Customer experience – measured through call monitoring performance.
Qualifications:
5 years’ travel selling experience
5+ years’ customer service experience, preferably in the travel industry
Exceptional/above & beyond, proactive customer service approach
Excellent travel industry knowledge
Mastery in apollo gds, with experience in multiple gds’
Gds formats, short cuts, enhancements, pricing, smartpoint.
Corporate travel experience required
Expert in international travel bookings and process
Experienced handling of multiple accounts
Exceptional communication skills both written and oral
Embrace change, adaptable, viewed as a leader
Leadership abilities:
Has strong understanding of own skill set and development opportunities
Demonstrates exceptional team work
Proactively offers support when ability matches need
Acts as a leader among peers
Thanks peers for support they have provided
Consistently demonstrates master of the guiding principles in daily work habits
Ability to provide constructive feedback to peers and leaders when appropriate
Ability to handle most difficult situations
May seek minimal guidance, but generally has solution at hand
Able to support peers in decision making
Knows when to escalate to a supervior
Strong understanding of key tlc initiatives and employs strong change management skills consistently
