Business Travel Consultant

Summary

Join our quickly growing Travel Experience team as a member of our front line, providing best-in-class customer experience through travel support, feedback, and collaboration.

Requirements

• 3+ years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel
• 2+ years of GDS experience (Sabre, Amadeus, Galileo) to intermediate level mandatory
• Fluency in English is mandatory
• IATA accreditation (WWAFT/WAII/BA2)
• Customer Service experience within a contact center or customer-facing role
• Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce
• Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organization
• Ability to multitask with a desire to resolve urgent matters as quickly and efficiently as possible
• An empathetic disposition with the ability to maintain a professional attitude at all times
• An independent thinker who can use available resources to troubleshoot issues and resolve customer inquiries
• A skilled communicator with excellent verbal and written communication

Responsibilities

• Assist our travellers with best-in-class travel support through multiple contact channels: chat, call and email
• Maintain extensive supplier, destination and system knowledge
• Make quick and accurate analyses of customer needs, persona and level of urgency
• Provide accurate information for hotel, flight, car and rail bookings, as required
• Support users with self-service of the Navan platform and app where possible
• Respond to customers within SLA expectations and requirements
• Follow company and customer travel and expense procedures and policies in addition to global compliance procedures
• Provide regular feedback to stakeholders on the progress of goals and performance of key operating processes
• Participate in team meetings to stay up to date with new product launches, supplier updates, and industry changes
• Build upon your travel industry knowledge to continue to set the standard for best-in-class travel support
• Adhere to attendance policy and complete all assigned training
• Meet individual performance metrics in support of the organization and company business objectives