Senior Travel Consultant

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Travel Consultant III

Job Summary

The Travel Consultant III 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 performs at an expert/senior level and demonstrates an extensive understanding and applicability of all areas in the travel industry. Works independently on requests. Takes the initiative to provide assistance to team members and management as requested.

Essential Duties And Responsibilities

Handling incoming requests
Expertly use the appropriate BCD Travel tools and systems to complete requests
Search and confirm travel reservations for the customer
Strong understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customer
Provide travel offers and general travel advice to travelers
Responds to requests accurately and completely
Excellent knowledge and application of travel supplier rules
Maintains, actively communicates and seeks expansion of 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
Anticipates and provides assistance on potential challenges that may arise for the customer
Performs follow-up as needed and within the time frame promised to the customer
Proactively provides feedback to management to avoid future customer issues
Accurately processes the complaint (BCD Travel systems and processes and procedures)
Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity

Quality
Consistently exceeds individual and team goals
Effectively uses the telephone systems
Completes reservations with minimal 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
Seeks opportunities to review operational processes and the commercial relationship with customer and provides suggestions for improvement
Volunteers for additional tasks
Actively supports other 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

Essential Qualifications
Minimum of 3-5 plus years’ experience in the corporate travel management industry
Solid working knowledge of the travel industry, policies, procedures and processes
Advanced skills on 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 excellent professional customer service and problem resolution skills
Strong problem solving and/or critical thinking skills

Preferred Qualifications
Bachelor degree preferred
Proficiency in Microsoft Office applications
Demonstrated internet research skills for customer information

Statement to Third Party Agencies

BCD Travel only accepts resumes from agencies on the BCD Travel preferred supplier list. Please do not forward resumes to our applicant tracking system, BCD Travel employees, or any BCD Travel office. BCD Travel is not responsible for any fees or charges associated with unsolicited resumes. Violation of this statement with preferred vendors may result in termination of any active service agreements.
CAJM