Remote Travel Consultant

Teleperformance•Tallahassee, IN

1d•Remote

About The Position

This role serves as the first point of contact for business organizations and government agencies requiring professional travel support in a high-volume service environment. The position is responsible for assisting travelers with air, hotel, and car reservations; itinerary changes; cancellations; policy guidance; and travel-related inquiries while ensuring accuracy, compliance, and a high level of customer service. Success in this role requires strong communication skills, attention to detail, the ability to navigate multiple systems, and a commitment to supporting travelers and clients through efficient booking assistance, issue resolution, and clear documentation across phone, email, and chat.

Requirements

College degree preferred, but high school degree or equivalent required
Minimum of one year of customer service experience
Minimum of one year of corporate, government, or leisure travel industry experience (required).
Minimum of 1 year’s native GDS experience including airline ticketing. Preference for industry recognized GDS Platforms including Amadeus, Sabre, Worldspan, Apollo and Galileo.
Ability to pass a government background check and credit check
Customer-focused mindset: commitment to delivering clear, accurate, and professional service in a fast-paced call center environment.
Solutions mindset: ability to assess customer needs, follow process, and deliver effective resolutions while balancing client requirements and service expectations.
Ability to anticipate customer needs, demonstrate empathy, and provide proactive guidance while maintaining professionalism with government and business clients.
Polished delivery: ability to communicate in a structured, confident, and effective manner with diverse customer groups.
Excellent time management: ability to manage multiple systems, tasks, and follow-up activities while maintaining productivity standards.
Quick learner: ability to absorb new policies, procedures, and client requirements and apply feedback constructively.
Ability to de-escalate customer situations, manage expectations, and follow through on commitments to resolution.
Strong commitment to service excellence, first contact resolution, and consistent adherence to quality standards.
Fast and accurate typing skills.
Strong computer navigation skills across web-based applications, CRM platforms, knowledge bases, and Windows environments.
Ability to navigate multiple systems and screens simultaneously while speaking with customers.
Experience documenting customer interactions accurately in databases or case management systems.
High data entry accuracy and attention to detail.
Basic math and problem-solving skills.
Proficiency in a multi-system, multi-channel contact center environment.
Ability to learn and apply client-specific systems, scripts, workflows, and compliance requirements.

Nice To Haves

College degree preferred

Responsibilities

Serve as a trusted customer support representative for government and business organization accounts, handling high-volume inbound and outbound interactions across phone, email, and chat.
Respond to routine and complex customer inquiries related to travel bookings, reservations, itinerary updates, policy requirements, account support, eligibility, case status, and program information while following established procedures and service standards.
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.
Assist business travelers and government agency personnel with booking, modifying, and canceling air, hotel, rail, and car reservations in accordance with approved travel policies, contract requirements, and client-specific guidelines.
Provide guidance on travel options, fare rules, schedule changes, unused ticket processes, and disruption support to help travelers complete bookings and maintain compliant itineraries.
Provide accurate, timely, and professional support to customers while adhering to client-specific requirements, regulatory guidelines, and internal operating procedures.
Use a consultative approach to identify customer needs, explain available options, and resolve issues efficiently while maintaining quality assurance standards.
Comply with all legal, contractual, and policy requirements, including mandatory training, data privacy, security, and compliance standards applicable to government and business clients.
Meet individual and team performance expectations and support key business indicators such as service level, quality, productivity, first contact resolution, and customer satisfaction.
Follow internal compliance and regulatory requirements for all supported customers, programs, and locations.
Manage end-to-end case handling and follow-up activities through phone, messaging, email, and back-office systems, ensuring accurate documentation and resolution.
Operate in a telephony servicing environment where success is measured by customer satisfaction, schedule adherence, average handle time, call quality, and other contact center performance metrics.
Operate effectively in a multi-channel service environment, maintaining professionalism, accuracy, and responsiveness across all customer touchpoints.