Travel Consultant

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.

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Overview of Role:

The Traveler Counsellor role at GBT requires an outstanding travel service experience for our Corporate Business Customers. By working together as a high performing team, our Travel Counsellors provide outstanding traveler care, first call / email 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 improving supplier revenue. The role will form part of a highly skilled team of Corporate Travel Counsellors located at our office and reports to a Team Coach.

What you will do on a Typical Day:

• Act as Travel Advisor and Consultant to a single or multiple Corporate Business accounts with the willingness to jump in and flexibility to meet client needs
• Act as the point of sale on all Domestic & International travel requirements, arranging both routine and sophisticated travel for air, rail, and Hotel accommodation, using Global Distribution Systems (GDS), Sabre.
• Provide consultative advice, solutions, and recommendations.
• Aligning with all legal standard requirements, which include required training, compliance, and sanctions.
• Deliver expectations on individual/shared team goals and support all business Performance Indicators. Proactively review your metrics to check on and improve performance
• Follow internal compliance and regulatory requirements for all customers and locations supported
• Handle the end-to-end booking process through the ticketing and order fulfillment, either over the telephone, via messaging or via email or back-office systems and servicing platforms.
• Operate in a Multi-Channel servicing environment where you are accountable to key performance indicators of success, such as customer happiness (CSAT), and others as well as driving key partnerships and sale of preferred air and hotel partners.
• Use positive 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 schedule daily, and reporting any variances in the workforce management scheduling tool to your Team Coach
• Coach, develop and mentor junior Travel Counsellor colleagues in the team as needed.
• Express passion and energy within the organization and always act according to company ethics, values, and Compliance guidelines.

What we are looking for:

• Detailed understanding of fares and ticketing rules, for air, hotel travel
• Knowledge and experience of:
  • Air, rail, hotel, travel documents.
  • Calculating and Processing exchanges
  • Experience in Sabre GDS is preferred
• Experience working in a high touch service environment where performance is measured
• Background in Business Travel, leisure or airline reservation required.
• Passion for Excellence in Client Service
• Excellent Professional Communication - both written and verbal
• Thorough -act with integrity, and deal sensitively with personal and confidential traveler information
• Ability to research and resolve customer service and traveler issues independently and /or with supplier
• Problem Solving, with a process improvement approach
• Able to work under pressure, with a sense of urgency while maintaining a professional rapport and multi-task, accepting, and adapting to change quickly and professionally.
• Learning agility and ability to act on constructive feedback
• Possess a strong understanding of travel trends and industry standard processes.
• Investigates/action Travel Counsellors reservations/PNR for ticketing, quality/accuracy, client critical issues.

The Working hours will ideally commence between 5 PM - 7:30 PM, which includes an overnight shift. Working days will be Monday to Friday. It follows a hybrid model 3 days at office and 2 days at home.

Location

Mumbai, India

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.

• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• 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!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement .

What if I don t meet every requirement If you re passionate about our mission and believe you d be a phenomenal addition to our team, don t worry about checking every box;" please apply anyway. You may be exactly the person we re looking for!