Senior Corporate Travel Counselor Servicing an International Financial Institution

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

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Role Summary

The role of the Senior Traveler Counselor in GBT is to deliver a premiere service experience for our high-profile business travel Customers by providing consultative, creative and timely travel solutions, using available tools and technology as needed. It is an exceedingly high touch service environment, where you will have true accountability for the service relationship and customer experience.

The role will form part of a highly skilled virtual (at home) team of Corporate Travel Counselors The role would report to a Team Coach.

We service customers 24 hours a day, 7 days a week, 365 days a year. Should you be hired for a day time shift, you would not be requested to work evenings/overnights unless you choose that option/have a desire. Candidates receive top hourly wage, are eligible for skills based (dual GDS) compensation of $750 every six months as applicable, and have the opportunity to work a variety of shifts including afternoon and overnight shifts; pay differential for our evening, overnight and weekend shifts ranges from 10 – 15% (contingent upon shift). KPIs: Hotel Revenue, COPQ, CSAT

Principle accountabilities

The Senior Travel Counselor role has the following accountabilities:

• Act as Travel Advisor and Consultant to C-Level, executive and Road Warrior travelers across multiple accounts and markets.
• Act as the point of sale on all travel requirements, arranging both routine and complex domestic and international business travel for air, road, rail and accommodation, utilizing Amadeus Global Distribution Systems (GDS’s) with a keen focus on creating travel plans for Business Travelers who service an unique global partnership to fight poverty worldwide through sustainable solutions.
• Assist with routine and non-routine traveler requests such as companion travel and concierge type services.
• Provide consultation, solutions and recommendations, from analysis and research on the best available fare/routing, ensure preferred air carrier and partners are recommended, whilst ensuring adherence to the customers agreed travel policy and requirements.
• Ensure customer travel profiles are detailed and accurate, following internal compliance and regulatory requirements for all customers and locations supported.
• Operate in a servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), call adherence, call service metrics and influencing the sale of preferred air and hotel partners.
• Deliver highly personalized service, use positive telephone service techniques; act on special customer requests and maintain excellent client relations
• As a Senior Travel Counselor, you are also accountable for ensuring you meet the servicing of your nominated account or clients travel requirements, whilst adhering to one’s nominated call schedule daily, reporting any variances in the workforce management scheduling tool and to your team leader or coach.
• Coach, develop and mentor more junior Travel Counselor colleagues in the team as needed.

Previous Experience:

• No less than 5 years corporate travel counselor experience, including detailed understanding of fares and ticketing rules, both domestic and international, land, air and sea travel.
• Understanding and awareness of partner products and services, such as airline, hotel and vehicle or rail services.
• Experience in working with Amadeus
• Experience working in a team, high touch service environment where performance is measured through both customer satisfaction, but also through meeting and exceeding key revenue and servicing targets.
• Prior experience supporting the unique needs of the TRSA community.**

Skills and Competencies:

• Passion for delighting customers by delivering premium level, consistent customer service
• Professional communication – both written and verbal; ability to communicate with confidence, establish relationship trust, and create a credible impression
• effective listening skills with ability to anticipate customer needs, quickly evaluate issues, determine route cause and solution, check for shared understanding and address misunderstandings promptly
• Attention to detail - ability to act with integrity, deal sensitively with personal and confidentiality traveler information
• Change ready, ability to work under pressure, multi-tasking while maintaining a professional