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Travel Executive

Job Title: Travel Executive
Contract Type: Permanent
Location: Singapore
Industry:
TMC
OTA
GDS
Reference: JOB_000829[346]
Contact Name: Leon Nonis
Contact Email: leon@acihr.com
Job Published: April 13, 2022 13:15

Job Description

The Company

Our client is the one of the world largest travel management company. Combining global strength with local service, they offer an integrated technology infrastructure that provides intelligent analysis of travel data, allowing corporations to maximize the return on their travel investment.


The Role

Handling incoming requests:

  • Expertly use the appropriate tools and systems to complete requests
  • Search and confirm travel reservations for the customer
  • Strong understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customer
  • Provide travel offers and general travel advice to travellers
  • Responds to requests accurately and completely
  • Excellent knowledge and application of travel supplier rules
  • Maintains, actively communicates and seeks expansion of current knowledge of the state of the various travel industries supported
  • Provides the customer with the required industry information, such as low fares, exchange costs and penalties
  • Can fulfil all requests regarding necessary regulations (DOT, TSA, passports, visas, etc.)
  • Supports Company and client driven initiatives

Problem Solving:

  • Appropriately responds and resolves customers inquiries
  • Anticipates and provides assistance on potential challenges that may arise for the customer
  • Performs follow-up as needed and within the time frame promised to the customer
  • Proactively provides feedback to management to avoid future customer issues
  • Accurately processes the complaint (systems and processes and procedures)
  • Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity

Quality:

  • Consistently exceeds individual and team goals
  • Effectively uses the telephone systems
  • Completes reservations with minimal errors
  • Consistently follows call/email guidelines
  • Adheres to policies and procedures to maintain quality control
  • Provides the customer a full recap of the confirmed itinerary

Service Excellence:

  • Responds to the customer promptly
  • Provides the customer his/her undivided attention
  • Listens and captures information from the customer
  • Responds appropriately
  • Asks questions targeted to encourage complete responses
  • Creates rapport with the customer
  • Matches the customer's tone and pace
  • Keeps the interaction moving forward
  • Offers suggestions to the customer and anticipates needs
  • Is mindful of the client service level agreement in all transactions

Teamwork:

  • Seeks opportunities to review operational processes and the commercial relationship with customer and provides suggestions for improvement
  • Volunteers for additional tasks
  • Actively supports other team members within and across teams

Communication:

  • Uses positive language and word choices to avoid negative customer reactions
  • Matches the customer's tone and pace
  • Applies proper communication guidelines and standards (clear, concise and personal) to interactions
  • Uses correct grammar in interactions

The Person

  • Minimum of 3-5 plus years' experience in the corporate travel management industry
  • Solid working knowledge of the travel industry, policies, procedures and processes
  • Advanced skills on travel industry systems (i.e. GDS) - Training provided
  • Strong verbal and written communication skills in designated languages
  • Proven ability to handle multiple priorities simultaneously
  • Ability to work flexible hours (5 day work week - including weekends)
  • Ability to work independently, exercising discretion and judgment
  • Demonstrated excellent professional customer service and problem resolution skills
  • Strong problem solving and/or critical thinking skills
  • Prior experience in Travel Consultancy preferred
  • Must be able to effectively communicate (verbal) and respond to e-mails in English AND one of the following languages :Korean, Vietnamese, Thai and Japanese.