Executive Senior Corporate Travel Consultant

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

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The Executive Travel Consultant at Egencia acts as an expert in Business Travel and provides world-class and executive-level customer service and ensuring consistent delivery of exceptional travel and value-added services. Represent Egencia as an ambassador of service excellence

.Interpersonal Skills·

Customer Focus: Customer-obsessed and has a passion for excellence in customer service with attention to detail. Goes the “extra mile” to deliver results.·

Excellent Communication: Demonstrate a highly professional attitude and personal presentation skills in all verbal and written communications. Maintain strict confidentiality of Executives’ travel information.·

Relationship building: Build effective relationships with client’s VIP employees through positive communication. Be actively involved in achieving team objectives.·

Managing complexity: Can work effectively in a complex, diverse, fast-paced environment. Ability to multi-task and act with a sense of urgency.·

Problem solving: Ability to work autonomously and independently, combined with creative problem-solving skills. Proactively identify potential problems and determine the best solution, with a process improvement mindset.·

Role model: Lead by example for others. Positively contribute to the team environment. Capable of maintaining and building a favorable company image when dealing with external suppliers. Pursuit of learning and self-development. Professional Skills & Task·

Ability to operate in a multi-channel environment and be accountable to key performance indicators of success, such as customer satisfaction (CSAT) and key productivity metrics (for example call adherence and call service metrics).·

Manage the end-to-end booking process through the ticketing and order fulfillment, either over the telephone, via messaging or via email or back-office systems and servicing platforms.·

In depth knowledge of

Domestic and international business travel for air, hotel, car and rail booking

High touch customer service

High proficiency in GDS Sabre/Amadeus·

Strong aptitude and understanding for booking highly complex multiple leg international itineraries including detailed knowledge of international tariff, fare rules, taxes, and airline contracts.·

Identify opportunities to achieve ‘best value’ from the clients spend, through

Sourcing the most appropriate travel solution

Applying ‘smart’ air fare ticketing principles such as split or combination ticketing

Proactively selling additional service for our travelers (e.g., Hotel and Car/Car Service)·

Verify rates for best fares, corporate and preferred discounts, and appropriate documentation.·

Possess a clear understanding of Egencia’s preferred supplier policy, using judgment and selling skills to promote suppliers wherever possible.·

Take an active part in all customer development strategies, ability to assist and coach customers on the online booking control.·

Continuously strives to provide clients with a positive experience utilizing analytical& strategic skill for a first call resolution.·

Identify and communicate process improvement opportunities including system, process, and training gaps.·

Point of support to more junior members of the team where necessary. Subject matter expert. Share best practice with colleagues. Effectively integrate new starters into the team.·

Execute customer service issue follow-up and resolution, visa/passport processing, voids, refunds, exchanges, split ticketing, priority wait-listing, preferred seat selection, upgrade management as needed.·

Provide concierge services relating to restaurant reservation and event tickets, including locating and securing tickets (at a discounted price, where possible) and assisting with directions to the event.·

Assist with arrangements of meeting/conference room planning for offsite functions. May also include arrangement of food & beverage services, IT set up and group transportation to the event.·

Review and confirm all bookings 24/48 hours prior to departure/arrival incl the check-in actions.·

Monitor, sort and work all GDS and Salesforce queues daily to maintain quality control.·

Maintain client profiles, including information on family members where applicable, ensuring special requests and reward program information such as frequent flyer /driver / hotel stay are included. Enroll VIP and family members into loyalty benefit programs.·

Assist & arrange personal travel as specified by account contract.·

Performs audit reporting / reconciliation as specific to account requirements.·

Understand the importance of quality and accountability

with regards to revenue-generating tasks and responsibilities.

Location

Manchester, United Kingdom

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
• Wellbeing resources to support mental and emotional health for you and your immediate family.
• And much more!

This role is for Egencia LLC (“Egencia” or the “Company”), a member of the American Express Global Business Travel family of companies.

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;” please apply anyway. You may be exactly the person we’re looking for!

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