Business Travel Consultant II

Summary

Join Navan's Travel Experience team and provide best-in-class support to travelers through various contact channels. As a customer satisfaction owner, you will solve issues, communicate effectively, and collaborate with internal teams. You will analyze customer needs, provide accurate booking information, and support users with self-service options. Regular feedback to product and engineering teams is crucial for continuous improvement. This role directly impacts daily operations, traveler experience, and product development. You will maintain extensive supplier and destination knowledge and adhere to company policies and procedures.

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
• 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 as well as our internal travel customer service platform
• 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 is able to use available resources to troubleshoot issues and resolve customer inquiries
• A skilled communicator with excellent verbal and written communication
• A team player who thrives in collaborating, giving and receiving feedback and lifting others up
• An interest in travel with a basic understanding of world geography

Responsibilities

• Assist our travelers 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

Benefits

The annualized base salary range for this position in Atlanta is $51,584 - $66,560. The base salary offered will factor, depending on the candidate’s geographic region, job-related knowledge, skills, and relevant experience among other factors