Specialized VIP Corporate Travel Consultant

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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The Ovation Specialized VIP Travel Consultant role at AmexGBT is to deliver exceptional travel service experience for our corporate business customers. By working together as a hard-working team, our team provides outstanding traveler care, first call resolution and the highest quality of customer service to GBT corporate clients. It is a high touch service environment, where you will have true accountability for the service relationship and customer experience, by providing creative and timely travel solutions, using available tools and technology as needed, while enhancing supplier revenue.

The role will form part of a highly skilled team of Corporate Ovation Specialized VIP Travel Consultants located virtually from home and will report to an operations supervisor and support from an operations manager.
 

What You'll Do:

• Hours of Operation and shifts: 9am-9pm ET. Be flexible and prepared to work afternoon shifts (12-8pm) and weekends. Flexibility is crucial as shifts may vary outside of the default schedule.
• Act as trusted advisor and consultant to a single or multiple corporate accounts with the willingness to jump in and flexibility in shifts to meet client needs.  Support other Ovation work, including other Ovation customers when advised to do so by Ovation leadership.
• Act as the point of sale on all Domestic & International travel requirements, arranging both routine and sophisticated travel for air, rail, car, and hotel accommodation, using (GDS) - Native Sabre.
• Provide consultative advice, solutions, and recommendations. Additionally, pro-actively selling additional service for our travelers (e.g., hotel and car), whilst ensuring adherence to the customers agreed travel policy and requirements and adhering to quality assurance standards.
• Aligning with all legal standard requirements, which include required training, compliance and sanctions.
• Deliver expectations on individual/shared team goals and support all business Key Performance Indicators. Proactively review your performance to check on and improve performance.
• Follow internal compliance and regulatory requirements for all customers and locations supported.
• Handle the end-to-end booking process through the ticketing and order fulfillment, either over the telephone, via messaging or via email or back-office systems and servicing platforms.

• Driving key partnerships and sale of preferred air and hotel partners
• Operate in multi-channel (phone, email & chat) servicing environments where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key efficiency metrics (for example call adherence and call service metrics
• Use positive telephone service techniques; act on special customer requests and maintain excellent client relations.
• Coach, develop and mentor more junior Ovation Specialized Travel Consultant colleagues in the team as needed.
• Express passion and energy within the organization and always act according to company ethics, values, and compliance guidelines.

Additional Accountabilities

• Investigates/action Ovation Specialized Travel Consultants reservations/PNR for ticketing, quality/accuracy, client critical issues or lowest fare (e.g., CSI, Going the Extra Mile “GEM”)

What We're Looking For:

• Detailed understanding of fares and ticketing rules, for car, air, hotel travel
• Knowledge and experience of:
  • Air, rail, hotel, car booking
  • Calculating and Processing exchanges
  • High proficiency in Native Sabre GDS minimum 5+ years
• Experience working in a high touch service environment where performance is measured
• Background in Business (Corporate) Travel providing White Gloved Service
• Passion for Excellence in Client Service
• Excellent Professional Communication – both written and verbal
• Thorough - act with integrity, and deal sensitively with personal and confidential traveler information
• Ability to research and resolve customer service and traveler issues independently and /or with supplier
• Problem Solving, with a process improvement attitude
• Able to work under pressure, with a sense of urgency while maintaining a professional rapport and multi-task, accepting, and adapting to change quickly and expertly
• Ability to positively influence team and peers
• Learning agility and ability to act on constructive feedback
• Possess a strong underst