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ref. BUS-CO-15744951 Job DescriptionWhere willyourcareer take you?We're not just any travel management company.We help clients travel smart and achievemore.Travel Consultant IIIJob Summary:The Travel Consultant III is responsible for accurately and efficiently handling incoming requests via multiple channels ( phone, email, etc.). 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 performs at an expert/senior level and demonstrates an extensive understanding and applicability of all areas in the travel industry. Works independently on requests. Takes the initiative to provide assistance to team members and management as requested.Essential Duties and Responsibilities:Handling incoming requests:Expertly use the appropriate BCD Travel tools and systems to complete requestsSearch and confirm travel reservations for the customerStrong understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customerProvide travel offers and general travel advice to travelers Responds to requests accurately and completely Excellent knowledge and application of travel supplier rulesMaintains, actively communicates and seeks expansion of 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 penaltiesCan fulfill all requests regarding necessary regulations (DOT, TSA, passports, visas, etc.)Supports BCD Travel and client driven initiativesProblem Solving: Appropriately responds and resolves customers inquiries Anticipates and provides assistance on potential challenges that may arise for the customerPerforms follow-up as needed and within the time frame promised to the customerProactively provides feedback to management to avoid future customer issuesAccurately processes the complaint (BCD Travel systems and processes and procedures)Appropriately displays empathy and acknowledging statements to diffuse emotion during adversityQuality: Consistently exceeds individual and team goalsEffectively uses the telephone systemsCompletes reservations with minimal errorsConsistently follows BCD Travel call/email guidelinesAdheres to BCD Travel policies and procedures to maintain quality controlProvides the customer a full recap of the confirmed itineraryService Excellence:Responds to the customer promptlyProvides the customer his/her undivided attentionListens and captures information from the customer Responds appropriatelyAsks questions targeted to encourage complete responses Creates rapport with the customerMatches the customer's tone and paceKeeps the interaction moving forwardOffers suggestions to the customer and anticipates needsIs mindful of the client service level agreement in all transactionsTeamwork: Seeks opportunities to review operational processes and the commercial relationship with customer and provides suggestions for improvementVolunteers for additional tasksActively supports other team members within and across teamsCommunication: Uses positive language and word choices to avoid negative customer reactionsMatches the customer's tone and paceApplies proper BCD Travel communication guidelines and standards (clear, concise and personal) to interactionsUses correct grammar in interactionsEssential Qualifications: Minimum of 3-5 plus years' experience in the corporate travel management industry Solid working knowledge of the travel industry, policies, procedures and processesAdvanced skills on travel industry systems ( GDS)Strong verbal and written communication skills in designated languages Proven ability to handle multiple priorities simultaneouslyAbility to work flexible hoursAbility to work independently, exercising discretion and judgmentDemonstrated excellent professional customer service and problem resolution skillsStrong problem solving and/or critical thinking skillsPreferred Qualifications: Bachelor degree preferredProficiency in Microsoft Office applicationsDemonstrated internet research skills for customer informationStatement to Third Party Agencies:BCD Travel only accepts resumes from agencies on the BCD Travel preferred supplier list. Please do not forward resumes to our applicant tracking system, BCD Travel employees, or any BCD Travel office. BCD Travel is not responsible for any fees or charges associated with unsolicited resumes. Violation of this statement with preferred vendors may result in termination of any active service agreements.