Where will your career take you? We're not just any travel management company. We help clients travel smart and achieve more.
Travel Consultant II
Job Summary:
The Travel Consultant II is responsible for accurately and efficiently handling incoming requests via multiple channels (i.e. phone, email, etc.).
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.
This position demonstrates a strong understanding and applicability of all areas of responsibility. Works independently on requests. Provides assistance to team members as requested.
Job Duties and 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 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 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
Consistently follows BCD Travel call/email guidelines
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
Required Qualifications:
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
Preferred Qualifications:
Bachelor degree preferred
Proficiency in Microsoft Office applications
Demonstrated internet research skills for customer information
Degree in tourism-related field
Strong problem solving and/or critical thinking skills
BCD Travel is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age and veteran status. BCD Travel complies with applicable laws in the countries in which we operate. We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at careers@bcdtravel.com.
