Job Description

Are you ready for a challenging and exciting endeavour that will require the investment of a lot of hard work, dedication and all your experience? Are you ready to bring your skills, competencies and experience to support BCD Travel. Do you have a solid understanding of taxation and proven taxation experience? You might be exactly the new team member we are looking for. Travel Associate Mumbai, India
The Travel Consultant is responsible for accurately and efficiently handling incoming requests via multiple channels (i.e. phone, email, etc.). The travel consultant is this 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 demonstrates a strong understanding and applicability of all areas of responsibility. Works independently on requests. Provides assistance to team members as requested.

Your responsibilities: Handle Incoming Requests

• Consistently chooses the correct BCD Travel tools and systems to complete requests
• Search and confirm travel reservations for the customer
• Understands and accurately applies client travel policy and requirements to each interaction
• Provide travel offers and general travel advice to travellers
• Responds to requests accurately and completely
• Understands and accurately applies travel supplier rules
• Maintains 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 penalties
• Can fulfill all requests regarding necessary regulations (DOT, TSA, passports, visas, etc.)
• Supports BCD Travel and client driven initiatives

Problem Solving

• Appropriately responds and resolves customers inquiries
• Performs follow-up as needed and within the time frame promised to the customer
• Seeks assistance from others for the resolution as appropriate
• Accurately processes the complaint (BCD Travel systems and processes and procedures)
• Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity
• Often uses statements to the customer to validate a clear understanding of the customer\'s needs
• Focuses on the resolution versus the cause of the problem
• Provides feedback to management to avoid future customer issues when solicited

Quality

• Consistently meets and sometimes exceeds individual and team goals
• Effectively uses the telephone systems
• Completes reservations with a few errors
• Consistently follows BCD Travel call/email guidelines
• Adheres to BCD Travel policies and procedures to maintain quality control
• Provides the customer a full recap of the confirmed itinerary

Service Excellence

• Responds to the customer promptly
• Provides the customer his/her undivided attention
• Listens and captures information from the customer
• Responds appropriately
• Asks questions targeted to encourage complete responses
• Creates rapport with the customer
• Matches the customer\'s tone and pace
• Keeps the interaction moving forward
• Offers suggestions to the customer and anticipates needs
• Is mindful of the client service level agreement in all transactions

Teamwork

• Provides constructive feedback on daily operational processes and commercial relationship with customer when appropriate
• Completes tasks as assigned
• Willingly offers assistance to team members within and across teams

Communication

• Uses positive language and word choices to avoid negative customer reactions
• Matches the customer\'s tone and pace
• Applies proper BCD Travel communication guidelines and standards (clear, concise and personal) to interactions
• Uses correct grammar in interactions

Other: This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this position. The employee may be asked to perform other duties and responsibilities, as necessary.
We\xe2\x80\x99re looking for you if your profile matches the following:

• Minimum of 3 years experience in the travel industry
• Solid working knowledge of the travel industry, policies, procedures and processes
• Knowledgeable of travel industry systems (i.e. GDS)
• Strong verbal and written communication skills in designated languages
• Proven ability to handle multiple priorities simultaneously
• Ability to work flexible hours
• Ability to work independently, exercising discretion and judgment
• Demonstrated professional customer service skills
• Proficiency in Microsoft Office applications
• Demonstrated internet research skills for customer information
• Degree in tourism-related field \xe2\x80\x93 IATA preferred
• Strong problem solving and/or critical thinking skills

What we offer you:
This is an exciting job within an international work environment. You\xe2\x80\x99ll be working with a great international team of colleagues. And, we offer you a competitive package, training, career development, flexible hours and a dynamic work environment. You\xe2\x80\x99ll be joining a company that cares about its people \xe2\x80\x93 BCD is the first global travel management company to be awarded Investors In People (IIP). We recognise the importance of having a diverse employee base which reflect the geographies, customers and communities within which we serve. We celebrate our different backgrounds, varied experiences and unique points of view.
Your work location:
Mumbai, India
How to apply:
Is this your next career move? Don\xe2\x80\x99t wait any longer. Create a profile in our job portal on our website and upload your CV and cover letter.
Get to know us BCD Travel helps companies make the most of what they spend on travel. For travelers, this means keeping them safe and productive, and equipping them to make good choices on the road. For travel and procurement managers, it means advising them on how to grow the value of their travel program. In short, we help our clients travel smart and achieve more. We make this happen in 109 countries with more than 13,500 creative, committed and experienced people. And it\xe2\x80\x99s how we maintain an industry leading client-retention rate of 95%, with 2017 sales of US$25.7billion. For more information, visit www.bcdtravel.com. This position is not open to third-party recruiting agencies.

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