Travel Consultant at Platinum Careers

Job Description - Travel Consultant

Our client is looking for Travel Consultants that will be the liaison between their company and its current and potential customers. The successful candidates will accept ownership for effectively handling customer complaints and inquiries keeping customer satisfaction at the core of every decision

Duties

• Ticket schedule changes and refund on AMADEUS
• Attending to reservation, ticketing reissues and refund requests. Domestic and International travel requests
• Advise customers on international visas needed/ cancellation/change fees.
•  Develop on going professional relationships with corporate clients.
• Ticket date change and reissue on AMADEUS
• Preparing quotes and distribution of travel itinerary.
• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when the need arises.
• Build sustainable relationships and engage customers by going the extra mile
• Keep records of all conversations in our call center database in a comprehensible manner
• Meet individual/team qualitative and quantitative targets
• Ensuring a positive Customer Experience throughout the customer life cycle.
• Ensuring that Customer Feedback is used to improve the website, communication and internal processes where applicable
• Monitoring and ensuring the smooth operations of all customer communication channels
• Other duties consistent and within the scope of the position
• Ad-hoc projects and support

Knowledge and Skills

• Strong GDS skills (preferably Amadeus) is mandatory
• Reissues refund processing and complex bookings.
• Good computer and Internet skills.
• Geographical and Industry awareness
• Ability to digest information from the internet and GDS system.
• Strong relational and communication skills.
• Strong oral, writing, negotiation and networking skills
• Good interpersonal skills and telephone manner.
• Be able to gain customer trust and close bookings immediately.
• Accurate administration skills to ensure 100% accuracy on customer booking.
• Stress management.

Job Requirements

• Minimum of 2 years’ experience in the travel Industry
• Bachelors degree
• Proficiency with Amadeus is mandatory
• Previous experience in a customer support role
• Track record of over-achieving quota
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively