JPN_ZB2100_Travel Consultant I

Position Name: Travel Consultant

 

Location: Chuo-ku, Tokyo

 

Work visa: Required

 

 

Who we are:

BCD Travel helps companies travel smart and achieve more. We drive program adoption, cost savings and talent retention through digital experiences that simplify business travel. Our 13,000 dedicated team members service clients in 170+ countries as we shape a sustainable future for business travel.

 

Job Summary:

The Travel Consultant is responsible for accurately and efficiently handling incoming contacts requests via multiple channels (i.e. phone, email, etc.).

The travel consultant is the primary point of contact for the customer and provides active travel consultation towards the business customers, including providing travel details and up-selling of related product.

Provide exceptional service which exceeds client expectations and effectively manage and control all facets of travel arrangements, as requested by our clients on  every interaction with a BCD Travel clients.

 

Responsibilities:

Handle Incoming Requests

•    Uses the BCD Travel tools and systems to complete requests. 

•    Search and confirm travel reservations for the customer.

•    Understands and accurately applies client travel policy and requirements to each interaction.

•    Provide general travel advice to travelers. 

•    Responds to requests accurately and completely.

•    Understands and accurately applies travel supplier rules.

•    Maintains current knowledge of the state of the various travel industries supported.

•    Provides the customer with the required industry information, such as low fares, exchange costs and penalties and visa information if required.

•    Can fulfill basic requests regarding necessary regulations (DOT, TSA, passports, visas, etc.).

•    Supports BCD Travel and client driven initiatives.

Problem Solving

•    Appropriately responds to customers inquiries.

•    Performs follow-up as needed and within the time frame promised to the customer.

•    Seeks assistance from others for the resolution as appropriate.

•    Accurately processes the service feedback(BCD Travel systems and processes and procedures).

•    Demonstrate empathy in customer interactions to diffuse emotion during adversity.

•    Maintain a dialogue with the customer to validate a clear understanding of the customer's needs.

Quality

•    Meets individual and team goals.

•    Correctly uses the contact center systems.

•    Completes reservations without errors.

•    follows BCD Travel  contact and booking guidelines.

•    Adheres to BCD Travel policies and procedures to maintain quality control.