Travel Associate

Are you ready for a challenging and exciting endeavour that will require the investment of a lot of hard work, dedication and all your experience? Are you ready to bring your skills, competencies and experience to support BCD Travel. Do you have a solid understanding of taxation and proven taxation experience? You might be exactly the new team member we are looking for.

**Travel Associate**

**Mumbai, India**

**Your responsibilities**:
**Handle Incoming Requests**
- Consistently chooses the correct BCD Travel tools and systems to complete requests
- Search and confirm travel reservations for the customer
- Understands and accurately applies client travel policy and requirements to each interaction
- Provide travel offers and general travel advice to travellers
- Responds to requests accurately and completely
- Understands and accurately applies travel supplier rules
- Maintains current knowledge of the state of the various travel industries supported
- Provides the customer with the required industry information, such as low fares, exchange costs and penalties
- Can fulfill all requests regarding necessary regulations (DOT, TSA, passports, visas, etc.)
- Supports BCD Travel and client driven initiatives

**Problem Solving**
- Appropriately responds and resolves customers inquiries
- Performs follow-up as needed and within the time frame promised to the customer
- Seeks assistance from others for the resolution as appropriate
- Accurately processes the complaint (BCD Travel systems and processes and procedures)
- Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity
- Often uses statements to the customer to validate a clear understanding of the customer's needs
- Focuses on the resolution versus the cause of the problem
- Provides feedback to management to avoid future customer issues when solicited

**Quality**
- Consistently meets and sometimes exceeds individual and team goals
- Effectively uses the telephone systems
- Completes reservations with a few errors
- 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

**Teamwork**
- Provides constructive feedback on daily operational processes and commercial relationship with customer when appropriate
- Completes tasks as assigned
- Willingly offers assistance to team members within and across teams

**Communication**
- 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

**Other**:
This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this position. The employee may be asked to perform other duties and responsibilities, as necessary.

**We’re looking for you if your profile matches the following**:

- Minimum of 3 years experience in the travel industry
- Solid working knowledge of the travel industry, policies, procedures and processes
- Knowledgeable of travel industry systems (i.e. GDS)
- Strong verbal and written communication skills in designated languages
- Proven ability to handle multiple priorities simultaneously
- Ability to work flexible hours
- Ability to work independently, exercising discretion and judgment
- Demonstrated professional customer service skills
- Demonstrated internet research skills for customer information
- Degree in tourism-related field - IATA preferred
- Strong problem solving and/or critical thinking skills

**What we offer you**:
This is an exciting job within an international work environment. You’ll be working with a great international team of colleagues. And, we offer you a competitive package, training, career development, flexible hours and a dynamic work environment.

You’ll be joining a company that cares about its people - BCD is the first global travel management company to be awarded Investors In People (IIP). We recognise the importance of having a diverse employee base which reflect the geographies, customers and communities within which we serve. We celebrate our different backgrounds, varied experiences and unique points of view.

**Your work location**:

- Mumbai, India_

**How to apply**:
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