•To provide 7-star service to our customers
•To be able to solo-work with no supervision using your own initiative
•To assist all clients with travel bookings, amendments and cancellations and to process this in an efficient and competent manner.
•Provide an excellent service via communications with customers and accuracy of bookings
•Communicate with customers, whether this is by telephone, email or in person, in a professional and friendly manner. Emails must be of a high grammatical standard, telephone calls must be polite, all information and confirmation notes given to customers must be accurate and most importantly, all communications must give the customer the confidence that their enquiry will be handled to their satisfaction.
•To be aware of and act in accordance with all Company Quality Standard and Procedures.
•Dealing with phone calls and email reques from existing and potential clients.
•Providing clients with suitable travel options and suggestions of the best way to meet their requirements.
•Arranging all travel from flights, to car hire to hotels etc
•Be involved in the ticketing processes for all travel; checking interli agreements and the BSP website.
•Proactively maintaining relationships with clients at all times.
•Helping with any problems clients may have and provide the appropriate customer service throughout the entire process unsupervised.
•Processing responses to clients within the companies agreed service level agreements.
•To actively get involved in the process operated by the company and make suggestions on possible improvements.
•To be part of the team and actively help and assist colleagues as needed.
•To carry out all reissues and revalidations unsupervised. Provide assistance to other team members and quality check their work if required
•To assist and help colleagues with their queries & questions unsupervised and offer solutions.
•To support the Team Leader at all times.
•To ensure all service level agreements are met before completion of shift.
•To actively maintain the GDS Queues using Galileo
•To mentor and actively support more junior members of the team
Must haves:
•Expert knowledge of the Galileo Travel Booking systems (Flights, hotels, Trains, Car rental)
•Previous experience as a Business Travel Consultant
•A good communicator, well organized and used to working to tight deadlines while under pressure.
•A positive and professional telephone manner.
•Confident in interacting with clients and suppliers on the telephone.
•Be proactive and take ownership of customer queri
•Able to use one's own initiative to overcome problems.
•Be flexible towards work requests and completing other tasks.
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