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Corporate Travel Consultant

BCD Travel

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 Corporate Travel Consultant 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 i.


Date09 March 2023

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