BCD Travel Job - 39570357 | CareerArc
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Company: BCD Travel
Location: Rock Island, IL
Career Level: Associate
Industries: Hospitality, Travel, Leisure

Description

Do you want to be part of a great team and offer first class service to our Business Travel customers?

Business Travel Consultant,
Full-time, onsite Rock Island

In this role you are responsible for accurately and efficiently handling incoming requests via multiple channels (i.e. phone, email, etc.).
The Business Travel Consultant is the primary point of contact for one dedicated customer and provides active travel consultation towards the business customers, including providing travel details and up-selling of related product. This position performs at an expert/senior level and demonstrates an extensive understanding and applicability of all areas in the travel industry. Works independently on requests. Takes the initiative to provide assistance to team members and management as requested.

We're BCD Travel, one of the world's leading corporate travel management companies with offices around the globe. We help our clients travel smart and achieve more. People join our company because we provide a dynamic work environment, where no two days are the same. And our people stay with us because we care about their work-life balance. But don't just take our word for it: we've been voted top place to work and recognized by Investors In People, Flexjobs and Forbes.

Essential Duties and Responsibilities:

Handling incoming requests
 - 

  • Uses the BCD Travel tools and systems to complete requests
  • Good knowledge in GDS system Apollo and Sabre
  • 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
  • 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
  • Accurately processes the complaint (BCD Travel systems and processes and procedures)
  • Begins to demonstrate empathy in customer interactions to diffuse emotion during adversity
  • Occasionally uses statements to the customer to validate a clear understanding of the customer's needs
  • Focuses on the resolution versus the cause of the problem

Service Excellence -  

  • Provides the customer his/her undivided attention
  • Listens and captures information from the customer
  • Creates rapport with the customer
  • Matches the customer's tone and pace
  • Keeps the interaction moving forward
  • Offers suggestions to the customer and anticipates needs
  • Is mindful of the client service level agreement in all transactions

Teamwork and communication - 

  • Provides constructive feedback on daily operational processes and commercial relationship with customer when asked
  • Completes tasks as assigned
  • Willingly offers assistance to team members within and across teams
  • Uses positive language and word choices to avoid negative customer reactions
  • Matches the customer's tone and pace
  • Applies proper BCD Travel communication guidelines and standards (clear, concise and personal) to interactions

Qualifications: 

  • Prior experience in a customer service oriented position
  • Strong verbal and written communication skills in designated languages
  • Ability to work flexible hours
  • Demonstrated understanding of customer servicing excellence
  • Proven ability to handle multiple priorities simultaneously
  • Ability to work independently, exercising discretion and judgment

Interested?
Create your profile and upload your resume/cover letter via our website. Feel free to reach out to us with any questions via americas.recruiting@bcdtravel.com. Note: send your application via the website only.

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*Note: We'll give preference to internal and/or furloughed employees.


 Apply on company website