Travel Counselor

1 day ago

Bengaluru, India American Express Global Business Travel Full time

The Traveler Counsellor role at GBT is to deliver exceptional travel service experience for our Corporate and Business Travel Customers. By working together as a high performing team, our Travel Counsellors provide exceptional traveler care, first call resolution and the highest quality of customer service to GBT corporate clients. It is a high touch service environment, where you will have true accountability for the service relationship and customer experience, by providing creative and timely travel solutions, using available tools and technology as needed, while maximizing supplier revenue.

The role will form part of a highly skilled team of Corporate Travel Counsellors located virtually from home, at one of our Business Travel Centres or on-site at client locations. The role will report to a Team Coach.

Key Responsibilities:

- Act as Travel Advisor and Consultant to a single or multiple Corporate Business accounts with the willingness to jump in and flexibility in shifts to meet client needs
- Handle the cab booking request
- Coordinate with the vendor and ensure smooth booking process for all the cab request
- Maintain the DSR
- Complying with all legal standard requirements, which include mandatory training, compliance and sanctions
- Deliver expectations on individual/shared team goals and support all business Key Performance Indicators. Proactively access Compass to check on and improve performance
- Ensure customer travel profiles are detailed and accurate, following internal compliance and regulatory requirements for all customers and locations supported
- Operate in a telephony servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics), and driving key partnerships and sale of preferred air and hotel partners
- Operate in a Multi-Channel servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics
- Use positive telephone service techniques; act on special customer requests and maintain excellent client relations
- Meeting the servicing of your nominated account or clients travel requirements, whilst adhering to your nominated call schedule daily, and reporting any variances in the workforce management scheduling tool to your Team Coach
- Coach, develop and mentor more junior Travel Counsellor colleagues in the team as needed
- Express enthusiasm and energy within the organisation and always act according to company ethics, values and Compliance guidelines.

Additional Accountabilities
- Supports executive travel bookings and/or C-Level travel
- Actions, reviews and presents to customer BTA reconciliations.
- Investigates/action Travel Counsellors reservations/PNR for ticketing, quality/accuracy, client escalations or lowest fare (e.g., CSI/CSR, Trailblazer)

Location

India - Karnataka - Bangalore

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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