Afterhours Senior 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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Overview of Role:

The Senior Travel Consultant role at Amex GBT Egencia is to deliver exceptional travel service experience for our Corporate and Business Travel Customers. By working together as a successful team, who are specialized with in depth knowledge, our Travel Consultants provide exceptional traveler care, first call resolution and the highest quality of customer service to Amex GBT Egencia 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 increasing supplier revenue.

What You’ll Do on a Typical Day

• Afterhours is a Department that is staffed 24 hours a day, 7 days a week. This includes holidays and weekends.
• Candidate must be willing to work any shift in a 24-hour day. Most common shifts are between 6:00 PM - 6:00 AM Pacific Time and include working Weekends and Holidays.
• Afterhours supports both US and Canada calls. TICO Certification is a requirement. If, at time of hire, you are not TICO Certified you would allowed to study and will be given 3 attempts to Pass the TICO Certification. Failure to pass in 3 attempts could result in Termination of employment from the company.
• Act as Travel Advisor and Consultant to a single or multiple Corporate Business and accounts with the willingness to jump in and flexibility in shifts to meet client needs
• 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 Sabre and Amadeus.
• Provide consultative advice, solutions and recommendations. Additionally, pro-actively selling additional service for our travelers (e.g. Hotel and Car/Car Service), whilst ensuring adherence to the customers agreed travel policy and requirements
• Following 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 metrics 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.

What We’re Looking For

• In depth knowledge of:
  • International air, hotel, car, and rail booking
  • High touch customer service
  • High proficiency in GDS Sabre

• 5+ years business travel proven experience.
• Experience Microsoft Office
• Detailed understanding of travel trends and industry standard processes fares and ticketing rules - domestic and international land, air, and sea travel.
• Excellent influencing communication skills – written and verbal.
• Passion for Excellence in Customer Service with attention to detail.
• Problem Solving, with a process improvement approach.
• Ability to multi-task and act with a sense of urgency.
• Background in Business Travel, leisure or airline reservation required.
• Ability to assist and coach customers on the online booking tool

All applicants will be subjected to pass pre-hire assessments to measure computer/technical skills & travel industry knowledge

     

Location

United States - Virtual Location

     

     

The US national hourly wage range for this position is from $17.00 to $33.00 per hour.  The national range provided includes the hourly wage that Egencia expects to pay for the role.  Actual hourly rate will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

This role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance.  For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

     

     

The #Team