Support Team Member

BCD Midmarket Holdings

16h

About The Position

A Support Team Member for Acendas Travel's Corporate Operations center. This role involves growing and expanding travel skills, with involvement in online booking tools, travel bookings, vendor management, invoice/itinerary management, mid office and reporting tools. The scope includes internal and external support for the Corporate Team, requiring extensive knowledge of PNR, exchange, and refund processes.

Requirements

Minimum of 5+ years’ Corporate Travel industry experience required.
GDS system experience is required (SABRE).
Advanced knowledge of Sabre GDS formats.
Back-office systems experience (TRAMS).
Be highly productive in a self-directed work environment.
Must be open to feedback and work well in a new learning environment.
Extensive knowledge of PNR, exchange, and refund processes.
General knowledge of Online booking tool knowledge is required (Concur, Deem, etc.).
Familiar with ARC and ARC reporting.
Knowledge of the systems, processes and workflows that need to be followed to deliver outstanding customer service and meet SLA expectations.
Effective oral and written skills.
Responds promptly to customer needs; Meets commitments.
Contributes to a positive team spirit.
Works with integrity and ethically.
Exhibits sound and accurate judgment.
Sets and achieves challenging goals.
Uses time efficiently. Able to manage multiple tasks and changing priorities.
Demonstrates accuracy and thoroughness.
Meets productivity standards; strives to increase productivity.
Observes safety and security procedures.
Follows instructions, responds to management direction.
Volunteers readily; undertakes self-development activities; asks for and offers help when needed.
Knowledge of Airline policies and procedures; travel industry knowledge
Knowledge of products used - Google documents/Drive, Microsoft Office, BCD’s Reporting tool, Decision Source.

Responsibilities

Ability to read and interpret PNR data.
Work queues and perform quality control.
Internal support for Corporate Travel Center front line agents to include exchange assistant, GDS questions, online rejects, unused tickets, etc.
General knowledge of Online booking tool knowledge is required (Concur, Deem, etc.).
Familiar with ARC and ARC reporting.
Knowledge of the systems, processes and workflows that need to be followed to deliver outstanding customer service and meet SLA expectations.
Make recommendations for improvement to processes, technical or otherwise, to ensure maximum quality and efficiency.
Flag issues for resolution to team leader.
Undertake self-development and training to enhance skills to ensure achievement of both personal and business goals.
Perform systematic and rational analysis to identify the root cause of issues, make informed judgment, anticipate and prevent recurring problems to service by understanding, anticipating, and exceeding their expectations.