- Handle 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.
- Driving key partnerships and sale of preferred air and hotel partners
- Operate in multi-channel (phone, email & chat) servicing environments where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key efficiency metrics (for example call adherence and call service metrics
- Use positive telephone service techniques; act on special customer requests and maintain excellent client relations.
- Coach, develop and mentor more junior Ovation Specialized Travel Consultant colleagues in the team as needed.
- Express passion and energy within the organization and always act according to company ethics, values, and compliance guidelines.
Additional Accountabilities
- Investigates/action Ovation Specialized Travel Consultants reservations/PNR for ticketing, quality/accuracy, client critical issues or lowest fare (e.g., CSI, Going the Extra Mile “GEM”)
What We’re Looking For:
- 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 Native Sabre GDS minimum 3+ years
- Experience working in a high touch service environment where performance is measured
- Background in Business (Corporate) Travel
- Passion for Excellence in Client Service
- Excellent Professional Communication – both written and verbal
- Thorough – act with integrity, and deal sensitively with personal and confidential traveler information
- Ability to research and resolve customer service and traveler issues independently and /or with supplier
- Problem Solving, with a process improvement attitude
- Able to work under pressure, with a sense of urgency while maintaining a professional rapport and multi-task, accepting, and adapting to change quickly and expertly
- Ability to positively influence team and peers