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.Ready to explore a career path? Start your journey.About Us :Egencia started out by reinventing the business travel technology industry, and we haven’t stopped since. We are purpose-built to provide the industry’s best travel management experience – and we’re continually investing to make it even better, faster, and easier for people to connect with confidence. Come help us shape what’s next in the world of business travel technology.Egencia makes business travel better. Combining technology and service, we build a flawless experience, where companies have access to a user-friendly interface, diverse travel options, and 24/7 global support. Join our mission and help us take the next steps in redefining the world of business travel.Overview of Role :The Senior Travel Consultant role at 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 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.The role will form part of a highly skilled team of Senior Corporate Travel Consultants located virtually from home. The role will report to a Team Leader.Key Responsibilities :
Candidate should be comfortable working a shift during business hours - 4:45am – 6pm Pacific Time.
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.
Operate in a multi-channel environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics), and driving key partnerships and sale of preferred air and hotel partners
Use positive telephone service techniques; act on special customer requests and maintain excellent client relations
Arrange domestic and international business travel for air, road, rail and accommodation, using the assigned GDS
Proactively sell additional services for our travelers, e.g. Hotel and Car.
Express passion and energy within the organization and always act according to company Ethics, Values, and Compliance guidelines.
Act in accordance with all Egencia and GBT policies and procedures
Key Qualifications and Attributes :
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 fares and ticketing rules - domestic and international land, air, and sea travel
Excellent communication skills – written and verbal
Influencing skills
Passion for Excellence in Customer Service with attention to detail
Ability to act with integrity when handling personal and confidential traveler information
Problem Solving, with a process improvement approach
Ability to multi-task and act with a sense of urgency
Possess a strong understanding of travel trends and industry standard processes
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 knowledgeWhy Join Egencia ?Connections matter when it comes to business, and those connections start with our inclusive team of travel enthusiasts and technologists.Our customers love working with us because we know satisfied customers start with a knowledgeable and enthusiastic team to support them. So, we’re committed to creating an inclusive work environment with a diverse workforce. We make sure every voice is heard. We trust each other to get phenomenal work, and we encourage everyone to speak up, speak out, and be themselves.Our culture:We thrive in a culture of curiosity - constantly reinventing for the future. It's the people that make Egencia so special, so we want to make sure they’re happy. We do this by offering flexible working opportunities, competitive packages and by making sure we have fun along the way.Business travel is on the road to recovery, and as part of the world’s largest corporate travel marketplace, we’re in a strong position to define the future of business travel as we lead the industry into a new era.If this all sounds like something you’d like to jump on-board with visit Egencia.com or check us out on LinkedIn, Twitter, and Facebook.Egencia is wholly owned by American Express Global Business Travel (GBT). GBT is a joint venture that is not wholly owned by American Express Company or any of its subsidiaries (American Express). “American Express Global Business Travel”, “American Express", and the American Express logo are trademarks of American Express and are used under limited license. “American Express Meetings & Events” is a division of GBT.LocationUnited States - Virtual LocationIt is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.LocationUnited States - Virtual LocationThe 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 (https://explorer.amexglobalbusinesstravel.com/rs/346-POJ-129/images/GBT2023BenefitsAtAGlanceWithoutRatesFinal.pdf)The #TeamGBT ExperienceWork and life: Find your happy medium at Amex GBT.
Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.
Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
Wellbeing resources to support mental and emotional health for you and your immediate family.
And much more!
This role is for Egencia LLC (“Egencia” or the “Company”), a member of the American Express Global Business Travel family of companies.All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult GBT Recruitment Privacy Statement (https://www.amexglobalbusinesstravel.com/gbt-recruitment-privacy-statement/) .What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!Click Here to Learn More (https://www.amexglobalbusinesstravel.com/careers/)
