Senior Executive Travel Consultant

3 months ago

Manchester, United Kingdom Egencia Full time

Egencia (an Amex GBT company) is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

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Executive Travel Consultant Role at Egencia

Scope and Expectations

Job Mission: The Executive Travel Consultant at Egencia provides consistent, executive-level customer service, ensuring continued support of exceptional travel and value-added services.

Interpersonal Skills
- Customer Focus: obsessed with customer service. Use a creative and consultative approach to exceed customer expectations.
- Excellent Communication: Demonstrate a highly professional attitude and personal presentation skills in all verbal and written communications. Maintain strict confidentiality of Executives’ travel information.
- Relationship building: Build effective relationships with client’s VIP employees through positive communication. Be actively involved in achieving team objectives.
- Managing complexity: Can work effectively in a complex, diverse, fast-paced environment. Ability to multi-task and act with a sense of urgency.
- Problem solving: Ability to work autonomously and independently, combined with creative problem-solving skills.
- Role model: Lead by example for others. Positively contribute to the team environment. Capable of maintaining and building a favorable company image when dealing with external suppliers. Pursuit of learning and self-development.

Professional Skills & Task
- Ability to operate in a multi-channel environment and be accountable to key performance indicators of success, such as customer satisfaction (CSAT) and key productivity metrics (for example call adherence and call service metrics).
- Strong aptitude and understanding for booking highly complex multiple leg international itineraries including detailed knowledge of international tariff, fare rules, taxes, and airline contracts.
- Execute customer service issue follow-up and resolution, visa/passport processing, voids, refunds, exchanges, split ticketing, priority wait-listing, preferred seat selection, upgrade management as needed.
- Provide concierge services relating to restaurant reservation and event tickets, including locating and securing tickets (at a discounted price, where possible) and assisting with directions to the event.
- Assist with arrangements of meeting/conference room planning for offsite functions. May also include arrangement of food & beverage services, IT set up and group transportation to the event.
- Review and confirm all bookings 24/48 hours prior to departure/arrival incl the check-in actions.
- Monitor, sort and work all GDS and Salesforce queues daily to maintain quality control.
- Maintain client profiles, including information on family members where applicable, ensuring special requests and reward program information such as frequent flyer / driver / hotel stay are included. Enroll VIP and family members into loyalty benefit programs.
- Assist & arrange personal travel as specified by account contract.
- Performs audit reporting / reconciliation as specific to account requirements.
- Understand the importance of quality and accountability with regards to revenue-generating tasks and responsibilities.
- Possess a clear understanding of Egencia’s preferred supplier policy, using judgment and selling skills to promote suppliers wherever possible.
- Verify rates for best fares, corporate and preferred discounts, and appropriate documentation.
- Continuously strives to provide clients with a positive experience utilizing analytical & strategic skill for a first call resolution.

Location

United Kingdom - Manchester

The #TeamEgencia Experience

Work and life: Find your happy medium at Egencia.- Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.- Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.-
- We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.- Wellbeing resources to support mental and emotional health for you and your immediate family.- And much more

We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult

GBT Recruitment Privacy Statement

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