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We're not just any travel management company.
We help clients travel smart and achieve more.Job Summary:The Travel Consultant Lead is responsible for accurately and efficiently handling incoming requests via multiple channels (i.e. phone, email, etc.) and handling additional duties as assigned.The travel consultant is this 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.This position demonstrates an extensive understanding and applicability of all areas in the travel industry. Works independently on requests as assigned and takes the initiative to provide assistance.The team leader works with the team to provide day-to-day assistance. The team leader is the first point of contact for team members and responds to questions, providing direction on policies and procedures.Job Specific Essential Duties & Responsibilities:
Handle Incoming Requests
Expertly use the appropriate the BCD Travel tools and systems to complete requests
Search and confirm travel reservations for the customer
Strong understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customer
Provide travel offers and general travel advice to travelers
Responds to requests accurately and completely
Excellent knowledge and application of travel supplier rules
Maintains, actively communicates and seeks expansion of 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 all requests regarding necessary regulations (DOT, TSA, passports, visas, etc.)
Supports BCD Travel and client driven initiatives
Problem Solving
Appropriately responds and resolves customers inquiries
Anticipates and provides assistance on potential challenges that may arise for the customer
Performs follow-up as needed and within the time frame promised to the customer
Proactively provides feedback to management to avoid future customer issues
Accurately logs the complaint in the BCD Travel systems
Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity
Responds and follows through on customer inquiries and complaints received directly or from management (Account or Operational)
Anticipate potential issues and work to proactively resolve them
Review team issues, determine root causes, alternative solutions and provide feedback to the individual and the team
Quality
Consistently exceeds individual goals
Monitors, sorts and works global distribution systems (GDS) queues daily to maintain quality control
Effectively uses the telephone systems
Completes reservations with a few errors
Consistently follows BCD Travel call/email guidelines
Researches errors to determine the root cause, recommends and executes solutions
Monitors and provides feedback on errors made by the team
Service Excellence
Responds to the customer promptly
Always provides the customer his/her undivided attention to the request
Always listens, does not ask the customer to repeat information he/she already provided and applies the information to the inquiry
Responds appropriately
Asks questions targeted to encourage complete responses
Creates rapport with the customer, by showing interest, having a friendly tone of voice, using the customer's name appropriately and making the most of small talk
Matches the customer's tone and pace as appropriate
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
Seeks opportunities to review operational processes and the commercial relationship with customer and provides suggestions for improvement
Volunteers for additional administrative tasks
Always searches for opportunities to move market share to BCD Travel preferred suppliers
Seeks opportunities to helps team members
Provides a team of travel consultants feedback, including responding to questions, providing direction and feedback
Ensures team members are kept up to date with new policies, procedures and announcements
Creates a positive work environment
Communication
Uses positive language and word choices to avoid negative customer reactions
Avoids jargon or clichés
Matches the customer's tone and pace
Applies proper communication guidelines (clear, concise and personal) to interactions
Uses correct grammar in interactions
Administrative Tasks
Performs quality management such as error management
Completes administrative tasks as assigned
Assists in projects as assigned (ex: implementations)
Attend scheduled meetings or calls as assigned
Manages day-to-day needs of the team and provides assistance and direction
Other
This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this position. The employee may be asked to perform other duties and responsibilities, as necessary.Essential Job Functions:
Must be able to come to work promptly and regularly
Must be able to take direction and work well with others
Must be able to work under the stress of and meet deadlines
Must be able to concentrate and perform accurately while meeting applicable productivity measures
Must be able to change productively and to handle other tasks as assignedKey Contacts / Relationships:
Internal
Account Management
Management team
Colleagues within the department
Additional BCD Travel departments (i.e. Technology teams, HR, etc.)
External
Customers / Client Contacts
Suppliers (i.e. airlines, hotels, car companies, etc.)
Consulates/EmbassiesEducation / Knowledge / Experience:
Essential
Bachelor degree, or equivalent work experience
Minimum of 3-5 plus years experience in the corporate travel management industry
Solid working knowledge of the travel industry, policies, procedures and processes
Advanced skills on travel industry systems (i.e. GDS)
Strong verbal and written communication skills in designated languages
Proven ability to handle multiple priorities simultaneously
Ability to work flexible hours
Ability to work independently, exercising discretion and judgment
Demonstrated excellent professional customer service and problem resolution skills
Strong problem solving and/or critical thinking skills
Preferred
Proficiency in Microsoft Office applications
Demonstrated internet research skills for customer information
Degree in tourism-related fieldWhy people join BCD:
Flexible hours
Dynamic work environment
13,000+ Employees
100+ Countries
Why they STAY with BCD:
Work/life balance
Freedom to grow
Environmentally responsible
Family atmosphere
Voted top places to work for
More about BCD TravelBCD Travel helps companies make the most of what they spend on travel. We give travelers innovative tools that keep them safe and productive and help them make good choices on the road. We partner with travel and procurement leaders to simplify the complexities of business travel, drive savings and satisfaction, and move whole companies toward their goals. In short, we help our clients travel smart and achieve more. We make this happen in 109 countries with almost 13,800 creative, committed and experienced people. And it's how we maintain the industry's most consistent client retention rate, with 2018 sales of US$27.1 billion.Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
