Job description

JD – Requirements:

Key Responsibilities:

7a-9p ET M-F are the core hours, and we do have other shifts that offer later hours and weekend days.

• The later working hours can be schedules working until midnight (Eastern Standard Time) and overnights.
• Act as Travel Advisor and Consultant to a single or multiple Corporate Business accounts with the willingness to jump in and flexibility in shifts to meet client needs.
• Support other GBT work, including other GBT customers when directed to do so by GBT 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 one or multiple Global Distribution Systems (GDS), Sabre, Apollo, Galileo, Amadeus.
• Provide consultative advice, solutions and recommendations.
• Additionally, pro-actively selling additional service for our travellers (e.g. Hotel and Car), whilst ensuring adherence to the customers agreed travel policy and requirements Complying with all legal standard requirements, which include mandatory training, compliance and sanctions Deliver expectations on individual/shared team goals and support all business

Key Performance Indicators:

• Proactively review your metrics 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 fulfilment, via the Telephone, Instant Messaging, 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 a Multi-Channel 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) GBT Operates 24 hour a day, 7 days a week, with variable shift opportunities for days, nights and weekends. Use positive telephone service techniques; act on special customer requests and maintain excellent client relations meeting the servicing of your nominated account or clients travel requirements, whilst adhering to your nominated call schedule daily, and reporting any variances in the workforce management scheduling tool to your Team Coach, develop and mentor more junior Travel Counsellor 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 Working phone, email or chat booking air, rail, hotel and car rental Investigates/action Travel Counsellors reservations/PNR for ticketing, quality/accuracy, client escalations or lowest fare (e.g., CSI/CSR, Trailblazer)

Key Qualifications and Attributes:

Detailed understanding of fares and ticketing rules, for car, air, hotel travel Knowledge and experience of: Air, rail, hotel, car booking Calculating and Processing exchanges High proficiency in one or multiple GDS: Sabre, Apollo, Galileo, Amadeus Experience working in a high touch service environment where performance is measured Experience working in a team Background in Business Travel, leisure or airline reservation required, with a 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 traveller information Ability to research and resolve customer service and traveller issues independently and /or with supplier

Job Type: Contract

Salary: $20.00 - $30.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Phoenix, AZ: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

Speak with the employer
+91 618 999 4993

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