Team Lead

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**Travel Consultant Lead (Hybrid/Remote)**
- Full time, Singapore_

(Paragraph from the internal job description that recaps the role should start with “As part of the X department”)

**As a Travel Consultant Lead, you are**

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 an extensive understanding and applicability of all areas in the travel industry.

1. Handle Incoming Requests:

- Expertly use the appropriate the BCD Travel tools and systems to complete requests which include search and confirm travel reservations for the traveler
- 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
- Fulfill all requests regarding necessary regulations (DOT, TSA, passports, visas, etc.)
- Supports BCD Travel and client driven initiatives

2. 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 logs the complaint in the BCD Travel systems
- Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity
- Responds and follows through on customer inquiries and complaints received directly or from management (Account or Operational)
- Anticipate potential issues and work to proactively resolve them
- Review team issues, determine root causes, alternative solutions and provide feedback to the individual and the team

3. Quality:

- Consistently exceeds individual goals
- Monitors, sorts and works global distribution systems (GDS) queues daily to maintain quality control
- Effectively uses the telephone systems
- Completes reservations with a few errors
- Research errors to determine the root cause, recommends and executes solutions
- Monitors and provides feedback on errors made by the team

4. Service Excellence:

- Responds to the customer promptly
- Always provides the customer his/her undivided attention to the request
- Always listens, does not ask the customer to repeat information he/she already provided and applies the information to the inquiry
- Responds appropriately and asks questions targeted to encourage complete responses
- Creates rapport with the customer, by showing interest, having a friendly tone of voice, using the customer's name appropriately and making the most of small talk
- Matches the customer's tone and pace as appropriate
- Keeps the interaction moving forward
- Offers suggestions to the customer and anticipates needs
- Is mindful of the client service level agreement in all transactions

5. Teamwork:

- Seeks opportunities to review operational processes and the commercial relationship with customer and provides suggestions for improvement
- Volunteers for additional administrative tasks
- Always searches for opportunities to move market share to BCD Travel preferred suppliers
- Seeks opportunities to helps team members
- Provides a team of travel consultants feedback, including responding to questions, providing direction and feedback
- Ensures team members are kept up to date with new polices, procedures and announcements
- Oversees and assists the team members in balancing priorities and managing their workload so team KPIs are consistently achieved
- Works with performance data to maximum the effectiveness and efficiency of the team
- Creates a positive work environment

6. Communication:

- Uses positive language and word choices to avoid negative customer reactions
- Avoids jargon or clichés
- Matches the customer's tone and pace
- Applies proper communication guidelines (clear, concise and personal) to interactions
- Uses correct grammar in interactions

7. General Management Responsibilities:

- Manages all key performance metrics evaluating or implementing and reviewing measurements, coaching and continuous improvement
- Responsible for all assigned administrative tasks
- Leads change efforts, providing information and communication
- Delegates work to others for improved results and individual growth as applicable

8. Administrative Tasks:

- Performs quality management such as error management
- Completes administrative tasks as assigned
- Assists or oversees testing or research