Travel Consultant

**Where will** **your** **career take you?**
**We're not just any travel management company.**
**We help clients **_travel smart_** and **_achieve_** **_more._**

**Travel Consultant II**

**Job Summary**:
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.

This position demonstrates a strong understanding and applicability of all areas of responsibility. Works independently on requests. Provides assistance to team members as requested.

**Job Duties and Responsibilities**:
**Handle Incoming Requests**
- Consistently chooses the correct 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 travel offers and 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 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
- 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 complaint (BCD Travel systems and processes and procedures)
- Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity
- Often 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
- Provides feedback to management to avoid future customer issues when solicited

**Quality**
- Consistently meets and sometimes exceeds individual and team goals
- Effectively uses the telephone systems
- Completes reservations with a few errors
- Adheres to BCD Travel policies and procedures to maintain quality control
- Provides the customer a full recap of the confirmed itinerary

**Service Excellence**
- Responds to the customer promptly
- Provides the customer his/her undivided attention
- Listens and captures information from the customer
- Responds appropriately
- Asks questions targeted to encourage complete responses
- 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**
- Provides constructive feedback on daily operational processes and commercial relationship with customer when appropriate
- Completes tasks as assigned
- Willingly offers assistance to team members within and across teams

**Communication**
- 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
- Uses correct grammar in interactions

**Required Qualifications**:

- Minimum of 3 years' experience in the travel industry
- Solid working knowledge of the travel industry, policies, procedures and processes
- Knowledgeable of 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 professional customer service skills

**Preferred Qualifications**:

- Bachelor degree preferred
- Demonstrated internet research skills for customer information
- Degree in tourism-related field
- Strong problem solving and/or critical thinking skills