Travel Consultant

**Are you ready for a challenging and exciting endeavor 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 and be part of BCD Travel Singapore's Corporate Operations team? If yes, you might be exactly the team member we are looking for.
This position 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.

**Your responsibilities**

Handling incoming requests:

- Expertly use the appropriate BCD Travel tools and systems to complete requests
- Search and confirm travel reservations for the customer
- Strong understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customer
- Provide travel offers and general travel advice to travelers
- Responds to requests accurately and completely
- Maintains, 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 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
- Anticipates and provides assistance on potential challenges that may arise for the customer
- Performs follow-up as needed and within the time frame promised to the customer
- Proactively provides feedback to management to avoid future customer issues
- Accurately processes the complaint (BCD Travel systems and processes and procedures)
- Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity

Quality:

- Consistently exceeds individual and team goals
- Effectively uses the telephone systems
- Completes reservations with mínimal errors
- 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:

- Seeks opportunities to review operational processes and the commercial relationship with customer and provides suggestions for improvement
- Volunteers for additional tasks
- Actively supports other 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

**We're looking for you if your profile matches the following**:

- Minimum of 1-3 plus years' experience in the corporate travel management industry
- Solid working knowledge of the travel industry, policies, procedures and processes
- Advanced skills on 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 independently, exercising discretion and judgment
- Demonstrated excellent professional customer service and problem resolution skills
- Strong problem solving and/or critical thinking skills
- Applies proper BCD Travel communication guidelines and standards (clear, concise and personal) to interactions
- Uses correct grammar in interactions