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Travel Counselor

2 weeks ago

Gurgaon, India American Express Global Business Travel Full time

Job Responsibility:

- Provide exceptional traveller care and customer service to GBT corporate clients
- Accurately complete end to end travel requirements both international and domestic travel arrangements for air, hotel, rail, requests for ticketing, fares, routing and visa requests for Business Travel clients
- Incumbent should have good knowledge of domestic as well as international critical itineraries (Geographical Knowledge is mandatory)
- Open to work in flexible shift environment, roster off, weekend working, public holidays and festivals
- Co-ordinate with multiple departments to ensure quick resolution for the customer to adhere SLA
- Focus on Customer Satisfaction and ensure works on the KPIs/Scorecard as defined under the Performance measurement process
- Expect to work on financials (card reconciliation will be an advantage). Ensure latest updated policies, procedures, desk Instructions are read & complied
- Excellent Customer service and communication skills (Both Written and Verbal)
- Service online requests for clients where online requests are decentralized through the offline servicing team
- Providing consultative multi-country routings for best fares and preferred carrier usage. Counsel clients on efficient, routings for lowest available fares and preferred carrier usage in coordination with the Corporation’s business travel policies
- Research and resolve client inquiries/issues at point of sale. Coach, develop and mentor peers, new and/or junior Travel Consultants
- Deliver expectations against individual and shared team key performance indicators
- Comply with all legal and industry standards. Embrace the role of providing a superior consultative value to clients versus just being an order taker
- Ensure each PNR contains the standard documentation and documentation for any exceptions handled during the reservation process

Experience & Skills:

- Graduate. Diploma / Degree in travel & tourism would be added advantage
- 3-5 years’ relevant experience in travel domain
- Build excellent business relationship with customer groups, peers and seniors
- Should be team player and manage show alone if required
- Knowledge of corporate travel economics and travel technology/tools will be an added advantage. GDS experience is mandatory, Galileo preferred
- Must have experience in handling face to face client
- Attention to Detail: Recording Customer and Financial accountability with accuracy Communication: ability to present information to varied individuals or groups at all levels

Location

India - Haryana - Gurgaon

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