ETS - Travel Consultant/Senior 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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The Traveler Counsellor role is to deliver outstanding travel service experience for our Corporate Business Customers. By working together as a high performing team, our Travel Counsellors provide first call resolution and the highest quality of customer service to Amex 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 Travel Counsellors located at our Office and reports to a Team Coach.

What You ll Do

• Operating in a 24 hour a day, 7 days a week team, with variable shift (days, nights and weekends).
• 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
• Act as the point of sale on all Domestic & International travel requirements, arranging both routine and sophisticated travel for air, rail, car, and Hotel accommodation, using Global Distribution Systems (GDS)
• Provide consultative advice, solutions and recommendations. Additionally, pro-actively selling additional service for our travellers (e.g. Hotel and Car), whilst ensuring adherence to the customers agreed travel policy and requirements
• Aligning with all legal standard requirements, which include required training, compliance and sanctions
• Deliver expectations on individual/shared team goals and support all business metrics. Proactively review your metrics to check on and improve performance
• Follow internal compliance and regulatory requirements for all customers and locations supported
• Operate in a telephony and Multi-Channel servicing environment where you are accountable for customer happiness (CSAT), key efficiency metrics (for example call adherence and call service metrics), and driving key partnerships and sale of preferred air and hotel partners
• 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

What We re Looking For

• Detailed understanding of fares and ticketing rules, for car, air, hotel travel
• Knowledge and experience of: Air, rail, hotel, car booking, calculating and Processing exchanges
• High proficiency in one or multiple GDS (Sabre, Apollo, Galileo, Amadeus)
• Experience working in a team
• Background in Business Travel reservation is required
• Passion for Perfection in Client Service
• Excellent Professional Communication - both written and verbal
• Detailed - ability to act with integrity, and deal sensitively with personal and confidential traveller information
• Problem Solving, with a process improvement approach
• Good Understanding about International Routing, Transit Visa and Indian Geography
• Handle critical situations while maintaining a professional rapport and multi-task, accepting and adapting to change quickly and authoritatively
• Possess a strong understanding of travel trends and industry standard methodologies

The Working hours would ideally start anytime between 5 PM - 12 AM, which includes an overnight shift. Working days can be any 5 days in a week. The counsellor would also need to work on Weekends.

Location

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!