Travel Advisor Specialist - Phone Based - Remote US TP85450

Military Spouse Corporate Career Network

4d•Remote

About The Position

As a Travel Advisor Specialist, your main responsibility is to find innovative ways to respond to varying questions, issues, and concerns. Act as trusted advisor and consultant to a single or multiple corporate accounts. Act as the point of sale on all Domestic and International travel requirements, arranging both routine and complex travel for air, rail, car, and hotel accommodation, utilizing (GDS) Fulfill requests for multi-faceted travelers while adhering to applicable requirements and process and procedures. Provide consultative advice, solutions, and recommendations. Additionally, pro-actively selling additional service for our travelers (e.g., hotel and car), whilst ensuring adherence to the Customers agreed travel policy and requirements and adhering to quality assurance standards. Complying with all legal standard requirements, which include mandatory training, compliance, and sanctions. Deliver expectations on individual/shared team goals and support all business Key Performance Indicators. Follow internal compliance and regulatory requirements for all Customers and locations supported. Manage the end-to-end booking process through the ticketing and order fulfilment, either over the telephone, via messaging or via email or back-office systems and servicing platforms. Operate in a telephony servicing 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 Operate in multi-channel (phone and email) servicing environments 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.

Requirements

Excellent written and oral communications skills – role will require inbound, outbound (callbacks), and email.
Excellent telephone skills, including a professional demeanor portrayed to Customers demonstrated through ability to ask probing questions, ability to communicate with a sense of urgency.
Fluency and comprehension in the language requirements for the specific point of sale (spoken and written), as verified by an GBT-approved formal test.
Accent neutral verbal/written communication skills as verified by an GBT-approved formal test if applicable.
Strong listening skills: active listening; able to appreciate the context of the business traveler’s experience.
Written skills: excellent grammar; attention to detail demonstrated through follow-up to ensure resolution for Customer.
Minimum 1-year experience demonstrating the use of these communication skills in prior experience.
Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
Communication: Outstanding communication, listening, and analytical skills.
Organizational Skills: Strong organizational and problem-solving skills.
Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.
Internet Requirements: A dedicated workspace located near your router to support a hardwired Ethernet connection (minimum 15 Mbps download/10 Mbps upload, ISP under 50ms).
Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN.
Proof of internet speed required.

Responsibilities

Find innovative ways to respond to varying questions, issues, and concerns.
Act as trusted advisor and consultant to a single or multiple corporate accounts.
Act as the point of sale on all Domestic and International travel requirements, arranging both routine and complex travel for air, rail, car, and hotel accommodation, utilizing (GDS).
Fulfill requests for multi-faceted travelers while adhering to applicable requirements and process and procedures.
Provide consultative advice, solutions, and recommendations.
Pro-actively sell additional services for travelers (e.g., hotel and car).
Ensure adherence to the Customers agreed travel policy and requirements.
Adhere to quality assurance standards.
Comply with all legal standard requirements, which include mandatory training, compliance, and sanctions.
Deliver expectations on individual/shared team goals and support all business Key Performance Indicators.
Follow internal compliance and regulatory requirements for all Customers and locations supported.
Manage the end-to-end booking process through the ticketing and order fulfilment, either over the telephone, via messaging or via email or back-office systems and servicing platforms.
Operate in a telephony servicing 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.
Operate in multi-channel (phone and email) servicing environments 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).