Business Travel Consultant- After Hours UK Virtual At American Express Global Business Travel, we are driven by opportunity.

Join us today to upgrade to a first class career.

American Express Global Business Travel (GBT) equips companies of all sizes with the insights, tools, services and expertise they need to keep their travellers informed, focused and productive while on the road. With approximately 12,000 employees and operations in nearly 120 countries worldwide, American Express GBT empowers customers to take control of their travel programs, optimizing the return on their travel and meetings investments, while, more importantly, providing extraordinary traveller care.

We’re moving faster than ever and introducing new products, services, and strategies that will revolutionize the travel industry and bring greater value to our business customers. Our clients’ success expands our success, so we put our heart and soul into helping our clients achieve results that exceed all expectations. As the world’s largest travel management company, we are continuing to build alliances with key travel leaders and suppliers throughout the world, strengthening our position as a quality provider to companies of all sizes.  Get ready to make impressions that will last.

Our After Hour Services provides a premium customer service to a wide range of travellers including VIP and multi-national clients, who require assistance outside of normal business hours. You must have the ability to deliver a high level of service, together with good time management and be able to multi task between GDS systems.

You will need to successfully deliver a premium customer service on each and every call, providing all the care and dedication that our clients deserve. In return, you will receive a range of outstanding incentive benefits, as well as a wealth of training and career development opportunities with one of the best employers in the world.

This role will require frequent weekends, early mornings and evenings and you will need to be able to commit to the 12 week shift pattern as an absolute requirement.. This shift structure will receive an additional shift premium.

Accountabilities;

• As an After Hour Services travel consultant you’ll be dealing with a range of travel related issues which will involve the ability to be proactive and resolve issues as they arise. This will be in the form of a variety of travel arrangements, including booking flights, car hire, accommodation, ferries, rail, ground transportation etc.
• You will need to successfully deliver a premium customer service on each and every interaction, providing all the care and dedication that our clients deserve. We offer a wealth of training and career development opportunities as one of the best employers in the world.
• Coaching, developing and mentoring new members of the team. This would include new hire, contractors, and new team members.  Sharing knowledge and best practice and to assist team members in a timely manner.
• Maximize the benefits of GBT’s desktop applications and telephony to deliver a superior experience to business travellers.
• Prioritizing your workload effectively on an on-going basis.
• Deliver expectations on individual/shared team goals and support all business Key Performance Indicators.
• Proactively access performance tool to check on and improve performance.
• Take ownership and act in accordance with all GBT policies and procedures, e.g. accurately updating workday, e payroll, being familiar with company changes and communications. Complying with all legal standard requirements, which include mandatory training, compliance and sanctions.
• Use quality tool as the primary ticketing tool, and all agents to take responsibility in ensuring necessary quality checks have been put in place to allow the tool to work correctly for ticketing and invoicing. If tickets are rejected by tool, and agent is unable to resolve the issue, or it is an urgent ticketing need, then the agent is take ownership and issues the ticket manually. This would include any relevant EMD’s.

Requirements;

• Professional telephone manner
• 3+ years business travel experience
• Excellent travel product knowledge
• Excellent customer services
• Experience of Sabre and/or Galileo. Amadeus an advantage.
• Good all round knowledge of airline fares i.e. IATA Fares, Nett Fares, Corporate fares etc.
• Ability to understand customers requirements whilst still adhering to their travel policy
• Full comprehensive Business Travel bookings experience.
• Excellent teamwork • Excellent time management.
• Ability to be able to prioritize workload & work well within a pressured environment.