**Where will** **your** **career take you?** **We're not just any travel management company.** **We help clients** **_travel smart_** *** **and** **_achieve_** *** **_more._** *** **Corporate Travel Consultant** **Job Summary**: The travel consultant is the 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. **Essential Duties and Responsibilities**: **Handling incoming requests -** - Uses the 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 general travel advice to travelers - 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 basic requests regarding necessary regulations (DOT, TSA, passports, visas, etc.) - Supports BCD Travel and client driven initiatives **Problem solving - ** - Appropriately responds to 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) - Begins to demonstrate empathy in customer interactions to diffuse emotion during adversity - Occasionally 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 **Quality - ** - Meets individual and team goals - Correctly uses the telephone systems - Completes reservations with a minimum of 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 and communication -** - Provides constructive feedback on daily operational processes and commercial relationship with customer when asked - Completes tasks as assigned - Willingly offers assistance to team members within and across teams - 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 **Qualifications: - Prior experience in a customer service oriented position - Strong verbal and written communication skills in designated languages - Ability to work flexible hours - Demonstrated understanding of customer servicing excellence - Proven ability to handle multiple priorities simultaneously - Ability to work independently, exercising discretion and judgment