The Traveler Counsellor role at GBT is to deliver exceptional travel service experience for our Corporate and Business Travel Customers. By working together as a high performing team, our Travel Counsellors provide exceptional traveler care, first call resolution and the highest quality of customer service to GBT corporate clients. It is a high touch service environment, where you will have true accountability for the service relationship and customer experience, by providing creative and timely travel solutions, using available tools and technology as needed, while maximizing supplier revenue.
The role will form part of a highly skilled team of Corporate Travel Counsellors located virtually from home, at one of our Business Travel Centres or on-site at client locations. The role will report to a Team Coach.
Key Responsibilities:
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
Handle the cab booking request
Coordinate with the vendor and ensure smooth booking process for all the cab request
Maintain the DSR
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 access Compass to check on and improve performance
Ensure customer travel profiles are detailed and accurate, following internal compliance and regulatory requirements for all customers and locations supported
Manage the end-to-end booking process through the ticketing and order fulfillment, either over the telephone, via messaging or via 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
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