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Travel Counselor

2 weeks ago

Mumbai Maharashtra, India American Express Global Business Travel Full time

Amex GBT 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.

Ready to explore a career path? Start your journey.

As a Travel Counselor, you’ll join our highly skilled remote team, providing outstanding service to our corporate business clients.

We’re most proud of our warm and inclusive culture, innovation in the travel tech space, internal promotions, and career advancement opportunities; most of our Traveler Care leadership started as a Travel Counselor, and you can find us in almost every other department at GBT

Reports to: Team Coach

Location: India, Mumbai

Job Responsibilities
- Should be flexible to work in rotational shifts 24/7.
- Flexible to work on weekends, public holidays and festivals.
- Should be skilled to provide excellent customer service to all GBT clients.
- Efficient in handling regional and global corporate clients with their end to end travel requirements: Air reservation/ Ticketing/ Exchange/ Hotels and car booing requests.
- Maintain ongoing, collaborative, working relationships with co-workers to achieve customer and business goals. Influence decisions and strong negotiation skills towards the most beneficial outcomes for the client and the company
- Flexible to adapt and learn new tasks and keen to multi-tasking.
- Flexible to support other line of business process if needed
- Ability to diffuse difficult situations, turning negative experiences into positive and provide empathy and clarity to internal and external clients
- Advise and arrange travel for corporate business customers (both individuals and groups)
- Conduct analysis and research on travel options, and pro-actively anticipate traveler needs to sell additional services
- Arrange and book domestic and international business travel, in a variety of complexity, for air, road, rail, and accommodations
- Use various Global Distribution Systems (GDSs), including Sabre, Apollo, Galileo and Amadeus. Training may be provided
- Ensure compliance to customers’ agreed travel policy, service provider policies, and regulatory requirements
- Use positive telephone service techniques and act on special customer requests
- Collaborate within your team to coach, mentor, and provide constructive feedback to improve service levels

Requirement
- Educational
- Minimum educational qualification required is Graduate
- Diploma / Post Graduation in travel & tourism would be added advantage
- Work Experience
- Minimum 2 years + of relevant experience in font end customer facing role such Domestic and international Air reservation process with end to end ticketing, exchanges, Hotel & Car bookings process through GDS.
- Technical Skills
- Vast knowledge of GDS system
- _Sabre or Galileo is a mandatory requirement_
- Extensive knowledge of Domestic & international Air P2P, Circle/Multi city/RTW itineraries, Hotel and car booking.
- Ticketing - Domestic & International (Point to Point & Complex)
- Exchange - Domestic & International (Full & Partial)
- Knowledge of Fare calculation and key checks to avoid ADMs
- Point of sale knowledge of AU/ SG/HK markets would be added advantage.
- Passion for excellence in client service, including proactive anticipation of needs
- Native GDS expertise (Sabre, Apollo, Amadeus and/or Galileo)
- Professional communication (written and verbal)
- Attention to detail
- Act with integrity, and look after personal traveler information
- Possess a strong understanding of the travel industry (background in business travel, leisure travel, or airline reservation)
- Resolving customer issues quickly and independently / with supplier
- Teamwork and openness to feedback- Our Traveler Care unit is a 24/7 operation. We have specific colleagues dedicated to the night shift, however, please be flexible and prepared to work afternoon shifts (12-8pm) and weekends.Location

India - Mumbai - WeWork

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.- Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.- Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.-
- We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.- Wellbeing resources to support mental and emotional health for you and your immediate family.- And much more

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