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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These positions report into the Ovation Travel Group Division of American Express Global Business Travel.
The Specialize Travel Consultant role delivers exceptional travel service experience for our Corporate Business Customers. By working together as a high-performing team, our Specialize Travel Consultants provide exceptional traveler care, first call resolution and the highest quality of customer service to GBT corporate clients. This is a high touch service environment, where you will have true accountability for the service relationship and customer experience, by providing creative and timely travel solutions, using available tools and technology as needed, while maximizing supplier revenue.
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The role is part of a highly skilled team of Corporate Specialize Travel Consultants located virtually from home. The role will report to an operations supervisor with support from an operations manager.
Key Responsibilities:
- Hours of Operation and shifts available: 8am-9pm ET Monday-Friday
- Act as trusted advisor and consultant to single or multiple corporate accounts with the willingness to jump in and have flexibility in shift to meet client needs. Support other Ovation work, including other Ovation customers when directed to do so by Ovation leadership.
- Act as the point of sale on all Domestic & International travel requirements, arranging both routine and complex travel for air, rail, car, and Hotel accommodation, utilizing (GDS), Sabre.
- Provide consultative advice, solutions, and recommendations. Also, 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.
- Complying with all legal standard requirements, which includes mandatory training, compliance, and sanctions
- Deliver expectations on individual/shared team goals and support all business Key Performance Indicators. Proactively review your performance 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 the ticketing and order fulfillment, either over the telephone, via messaging or via email or back-office systems and servicing platforms.
- Operate in a telephony servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics), and driving key partnerships and sale of preferred air and hotel partners
- Operate in multi-channel (phone, email & chat) servicing environments where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics
- Use positive telephone service techniques; act on special customer requests and maintain excellent client relations
- Coach, develop and mentor more junior Ovation Specialize Travel Consultant colleagues in the team as needed
- Express enthusiasm and energy within the organization and always act according to company ethics, values, and compliance guidelines.
Additional Accountabilities
- Investigates/action reservations/PNR for ticketing, quality/accuracy, client escalations or lowest fare (e.g., CSI, Going the Extra Mile “GEM”)
Key Qualifications and Attributes:
- Detailed understanding of fares and ticketing rules, for car, air, hotel travel
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Knowledge and experience of:
- Air, rail, hotel, car booking
- Calculating and Processing exchanges
- High proficiency in Sabre GDS
- Experience working in a high touch service environment where performance is measured
- Experience working in a team
- Background in Business Travel
- Passion for Excellence in Client Service
- Excellent Professional Communication – both written and verbal
- Detail-oriented - 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 and multi-task, accepting and adapting to change quickly and professionally
- Ability to positively influence team and peers
- Learning agility and ability to act on constructive feedback
- Possess a strong understanding of travel trends and industry best practices
Location
The US national hourly wage range for this position is from $20.00 to $35.00 per hour. The national range provided includes the hourly rate that GBT expects to pay for the role. Actual hourly wage rate will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.
This role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.
GBT 2023 Benefits-at-a-Glance
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.
- Get mental and emotional health support for you and your immediate family through one-on-one professional counseling sessions, on-demand webinars, and crisis support.
- 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 reimbursement, 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.
- And much more!
All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.
We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, 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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