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American Express Global Business Travel Hiring for Senior Travel Counselor at Mumbai Full Time
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Overview of Role:
The Traveler Counsellor role at GBT is to deliver exceptional travel service experience for our Corporate Business Customers. By working together as a high performing team, our Travel Counsellors provide exceptional traveler care, first call resolution and the highest quality of customer service to GBT 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 maximizing supplier revenue.
The role will form part of a highly skilled team of Corporate Travel Counsellors located virtually from home, at one of our Business Travel Centers or on-site at client locations. The role will report to a Team Coach.
Accountabilities:
- Provide exceptional traveller care and customer service to GBT corporate clients
- Accurately complete end to end travel requirements both international and domestic travel arrangements for air, hotel, rail, requests for ticketing, fares, routing and visa requests for Business Travel clients
- Incumbent should have good knowledge of domestic as well as international critical itineraries (Geographical Knowledge is mandatory)
- Open to work in flexible environment, roster off, weekend working, public holidays and festivals
- Co-ordinate with multiple departments to ensure quick resolution for the customer to adhere SLA
- Expect to work on financials (card reconciliation will be an advantage). Ensure latest updated policies, procedures, desk Instructions are read & complied
- Excellent Customer service and communication skills (Both Written and Verbal)
- Service online requests for clients where online requests are decentralized through the offline servicing team
- Providing consultative multi-country routings for best fares and preferred carrier usage. Counsel clients on efficient, routings for lowest available fares and preferred carrier usage in coordination with the Corporation’s business travel policies
- Maximize the benefits of GBT’s desktop applications and telephony to deliver a superior experience to business travellers
- Research and resolve client inquiries/issues at point of sale. Coach, develop and mentor peers, new and/or junior Travel Consultants
- Deliver expectations against individual and shared team key performance indicators
- Comply with all legal and industry standards. Embrace the role of providing a superior consultative value to clients versus just being an order taker
- Ensure each PNR contains the standard documentation and documentation for any exceptions handled during the reservation process
Experience & Skills:
- Graduate. Diploma / Degree in travel & tourism would be added advantage
- Min 3 years’ relevant experience in travel domain
- Build excellent business relationship with customer groups, peers and seniors
- Should be team player and manage show alone if required
- Knowledge of corporate travel economics and travel technology/tools will be an added advantage. GDS experience is mandatory, Galileo preferred
- Must have experience in handling face to face client
Location
India – Maharashtra – Mumbai
It 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.
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