Travel Counselor

Overview

Travel Counsellor role at GBT delivering exceptional travel service experience for Corporate Business Customers, working as part of a high-performing team in a high-touch service environment.

What you'll do

• Operate in a 24 hour a day, 7 days a week team, with variable shift opportunities for days, nights and weekends.
• Act as Travel Advisor and Consultant to a single or multiple Corporate Business accounts with the willingness to jump in and flexibility in shifts to meet client needs.
• Act as the point of sale on all Domestic & International travel requirements, arranging routine and complex travel for air, rail, car, and hotel accommodation, utilizing one or multiple Global Distribution Systems (GDS): Sabre, Apollo, Galileo, Amadeus.
• Provide consultative advice, solutions and recommendations.
• Proactively sell additional services for travelers (e.g. hotel and car), while ensuring adherence to the customer's agreed travel policy and requirements.
• Comply with all legal standard requirements, including mandatory training, compliance and sanctions.
• Deliver expectations on individual/shared team goals and support all business Key Performance Indicators; proactively review your metrics to check on and improve performance.
• Follow internal compliance and regulatory requirements for all customers and locations supported.
• Manage the end-to-end booking process through ticketing and order fulfillment, over the telephone, via messaging or email, or through back office systems and servicing platforms.
• Operate in telephony and multi-channel servicing environments where you are accountable to KPIs such as customer satisfaction (CSAT), productivity metrics (e.g. call adherence and call service metrics), and driving key partnerships and sales of preferred air and hotel partners.
• Use positive telephone service techniques, act on special customer requests and maintain excellent client relations.
• Meet the servicing of your nominated account or client's travel requirements, adhere to your nominated call schedule daily, and report any variances in the workforce management scheduling tool to your Team Coach.
• Coach, develop and mentor more junior Travel Counsellor colleagues as needed.
• Express enthusiasm and energy within the organization and always act according to company ethics, values and compliance guidelines.
• Work by phone, email or chat booking air, rail, hotel and car rental.
• Investigate/action Travel Counsellor reservations/PNR for ticketing, quality/accuracy, client escalations or lowest fare (e.g., CSI/CSR, Trailblazer).

What you'll need

• Detailed understanding of fares and ticketing rules for car, air and hotel travel.
• Knowledge and experience of air, rail, hotel and car booking.
• Knowledge and experience of calculating and processing exchanges.
• High proficiency in one or multiple GDS: Sabre, Apollo, Galileo, Amadeus.
• Experience working in a high touch service environment where performance is measured.
• Experience working in a team.
• Background in business travel, leisure or airline reservation required.
• Passion for excellence in client service.
• Excellent professional communication, both written and verbal.
• Detail-oriented, with ability to act with integrity and deal sensitively with personal and confidential traveler information.
• Ability to research and resolve customer service and traveler issues independently and/or with supplier.
• Problem solving, with a process improvement mindset.
• Able to work under pressure with a sense of urgency while maintaining a professional rapport, multi-task, and accept and adapt to change quickly and professionally.
• Ability to positively influence team and peers.
• Learning agility and ability to act on constructive feedback.
• Strong understanding of travel trends and industry best practices.

Details

• Location: Bangalore, India.
• Team works virtually from home, at one of the Business Travel Centers, or on-site at client locations.
• Reports to a Team Coach.
• Variable shifts across days, nights and weekends.