Associate

1 week ago

Bengaluru, India BCD Travel Full time

**Where will**
**your**
**career take you?**

**We're not just any travel management company.**

**We help clients**
**_travel smart_**
***
**and**
**_achieve_**
***
**_more._**
***

**Corporate Travel Consultant**

**Job Summary**:
The travel consultant is the primary point of contact for the customer and provides active travel consultation towards the business customers, including providing travel details and up-selling of related product.

**Essential Duties and Responsibilities**:
**Handling incoming requests -**
- Uses the 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 general travel advice to travelers
- 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 basic requests regarding necessary regulations (DOT, TSA, passports, visas, etc.)
- Supports BCD Travel and client driven initiatives

**Problem solving
- **
- Appropriately responds to 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)
- Begins to demonstrate empathy in customer interactions to diffuse emotion during adversity
- Occasionally 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

**Quality
- **
- Meets individual and team goals
- Correctly uses the telephone systems
- Completes reservations with a minimum of 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 and communication -**
- Provides constructive feedback on daily operational processes and commercial relationship with customer when asked
- Completes tasks as assigned
- Willingly offers assistance to team members within and across teams
- 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

**Qualifications:
- Prior experience in a customer service oriented position
- Strong verbal and written communication skills in designated languages
- Ability to work flexible hours
- Demonstrated understanding of customer servicing excellence
- Proven ability to handle multiple priorities simultaneously
- Ability to work independently, exercising discretion and judgment
- LI-LOCS Bangalore IN
- LI-KC1

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