Travel Consultant (GDS Expert)
Job details
Position : Travel Consultant | GDS | WFO Location : Pune Profile Summary: IGT is looking for Travel Consultant. She/he will handle customer service inquiries and problems associated with the servicing of company’s client base. Answer all basic and routine customer contacts as well as more complex customer problems and/or complaints. Utilize computer applications to provide professional service Primary Job Responsibility:
- Provide exceptional traveler care and customer service to customers through Voice Process.
- Accurately complete end to end travel requirements both international and domestic travel arrangements for flight booking requests for ticketing, fares, routing and post booking queries
- Incumbent should have good knowledge of domestic as well as international critical itineraries (Geographical Knowledge is mandatory)
- Open to work in flexible shift environment, roster off, weekend working, public holidays and festivals
- Co-ordinate with multiple departments to ensure quick resolution for the customer to adhere SLA
- Handle calls, emails, Chats simultaneously in order to deliver a smooth customer experience
- Focus on Customer Satisfaction and ensure works on the KPIs/Scorecard as defined under the Performance measurement process
- Expect to work on GDS tools. Ensure latest updated policies, procedures, desk Instructions are read & complied
- Excellent Customer service and communication skills (Both Written and Verbal)
- Service online requests for clients where online requests are decentralized through the offline servicing team
- Providing consultative multi-country routings for best fares and preferred carrier usage. Counsel clients on efficient, routings for lowest available fares and preferred carrier usage in coordination with the Corporation’s business travel policies
- Maximize the benefits of desktop applications and telephony to deliver a superior experience
- Research and resolve client inquiries/issues at point of sale. Coach, develop and mentor peers, new and/or junior Travel Consultants
- Deliver expectations against individual and shared team key performance indicators
- Comply with all legal and industry standards. Embrace the role of providing a superior consultative value to clients versus just being an order taker
- Ensure each PNR contains the standard documentation and documentation for any exceptions handled during the reservation process
- Adheres to all company and specific Contact Center policies and procedures
- 1-5 year of Travel experience with Dual GDS experience
- Should be well versed working on more than 1 GDS. Sabre, Galileo & Amadeus will be preferred.
- Bachelor's Degree or Undergraduate dropouts.
- Diploma/ Degree in travel & tourism would be added advantage
- Excellent Written and spoken communication, business technical writing
- Computer Skills – ability/experience using computer applications
- Open to work in flexible shift environment, roster off, weekend working, public holidays and festivals
- Open to work in a blended environment (Voice &Chat/Email). Must have experience in handling client through Chat/emails.
- Graduate from Aviation or Airline
- Strong Communication Skills.
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