Exchange Desk Specialist

Internova Travel Group•Remote,

3d•$18 - $30•Remote

About The Position

At ALTOUR, we believe people are the driving force behind every meaningful connection - our clients’ and our own. With more than 1,000 team members and a presence in over 80 countries, we are a globally recognized leader in corporate travel management and a proud division of Internova Travel Group, the highest-ranking American corporate travel management company (Business Travel News). Our mission is to manage the complexities of connecting people so they can represent their brands in the most impactful way possible. That same philosophy shapes our workplace culture, one that evolves, improves, and empowers our people to grow and thrive. We embrace innovation and leading-edge technology to create smarter, faster, and more tailored solutions - not just for our clients, but for each other. At ALTOUR, you’ll be part of a collaborative, forward-thinking environment where your voice matters and your success is a shared journey. Click here for more information about Altour.

Requirements

3 years of travel advisory experience
3+ years’ customer service experience, preferably in the travel industry
Exceptional/above & beyond, proactive customer service approach
Excellent travel industry knowledge
Mastery in Sabre, with experience in multiple GDS’ (Galileo and Amadeus)
GDS formats, shortcuts, enhancements, pricing.
Corporate travel experience required
Expert in international travel bookings and processes
Experience handling multiple accounts
Exceptional communication skills both written and oral
Must pass GDS assessment
Typing speed of at least 45 WPM
Has strong understanding of own skill set and development opportunities
Demonstrates exceptional teamwork
Proactively offers support when ability matches need
Acts as a leader among peers
Thanks, peers, for support they have provided
Consistently demonstrates mastery of the guiding principles in daily work habits
Ability to provide constructive feedback to peers and leaders when appropriate
Ability to handle most difficult situations
May seek minimal guidance, but generally has a solution at hand
Able to support peers in decision making
Knows when to escalate to a leader
Strong understanding of key ALTOUR initiatives and employs strong change management skills consistently

Responsibilities

Accurately process ticket exchanges, ensuring fares are calculated correctly to avoid quality errors
Assist agents with questions about ticket/change applicability
Monitor and manage queue and email requests in a timely manner
Deliver extraordinary customer service to all internal clients
Share expertise in a positive manner
Provide consultative service to agents on applicability of ticket and potential costs associated
Complete all exchanges in an accurate and timely manner
Maintain goal expectations in the following areas: Productivity – measured by transactions per day. Quality – minimal customer service issues.