Corporate Travel Consultant Bilingual

3 months ago

Remote, Canada American Express Global Business Travel Full time

Amex GBT 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.

Ready to explore a career path? Start your journey.
- Poste de conseiller en voyages bilingue - service après les heures normales
- Le conseiller en voyages du service après les heures normales d’American Express Voyages d’affaires a pour rôle d’offrir une expérience de service de voyage exceptionnelle à nos clients d’affaires. Les conseillers en voyages de notre équipe hautement performante collaborent pour offrir un service exceptionnel aux voyageurs, une résolution dès le premier appel et un service à la clientèle de qualité supérieure aux clients d’affaires d’American Express Voyages d’affaires. Il s’agit d’un environnement de service hautement personnalisé dans lequel vous serez véritablement responsable de la relation de service et de l’expérience client
- _en anglais et en français_, en offrant des solutions de voyage créatives et opportunes et en utilisant les outils et les technologies disponibles au besoin, tout en maximisant les revenus des fournisseurs.
- Le titulaire du poste fera partie d’une équipe hautement qualifiée de conseillers en voyages d’affaires qui travaillent virtuellement de la maison, dans l’un de nos centres de voyages d’affaires ou sur place dans les bureaux des clients. Le titulaire de ce poste relèvera du responsable de l’encadrement de l’équipe.
- Principales responsabilités
- Parler couramment l’anglais et le français afin de répondre aux appels de la clientèle francophone du Canada. Une prime au bilinguisme est offerte.
- Agir à titre de conseiller en voyages et de consultant auprès de la plupart de nos comptes d’entreprise le soir et la fin de semaine.
- Agir comme point de vente pour tous les besoins en matière de voyage national et international, organiser des voyages courants et complexes par voie aérienne, ferroviaire et routière ainsi que l’hébergement à l’hôtel à l’aide d’un ou de plusieurs systèmes mondiaux de distribution, comme Sabre
- Fournir des conseils, des solutions et des recommandations. Vendre de façon proactive d’autres services à nos voyageurs (p. ex. hôtel et voiture), tout en veillant à ce que les clients respectent les politiques et les exigences convenues en matière de voyage.
- Respecter toutes les exigences juridiques standards, y compris en ce qui a trait à la formation obligatoire, à la conformité et aux sanctions.
- Empêcher les fraudeurs de réserver des voyages après les heures normales en suivant nos protocoles de sécurité pour les réservations en dehors des heures normales.
- Répondre aux attentes concernant les objectifs individuels et les objectifs communs de l’équipe, et appuyer tous les indicateurs de rendement clés de l’entreprise. Examiner de façon proactive ses statistiques pour connaître son rendement et l’améliorer.
- Respecter les exigences internes en matière de conformité et de réglementation pour l’ensemble de la clientèle et des emplacements.
- Gérer le processus de réservation du début à la fin en assurant l’émission des billets et l’exécution des commandes par téléphone, par messagerie instantanée, par courriel ou à l’aide des systèmes administratifs et des plateformes de services.
- Travailler dans un milieu de services téléphoniques dans lequel vous serez responsable des indicateurs de rendement clés (comme la satisfaction de la clientèle), des mesures de productivité clés (p. ex. le respect des lignes directrices relatives aux appels et les statistiques du service d’appel), de l’établissement de partenariats clés et de l’accroissement des ventes des partenaires aériens et hôteliers privilégiés.
- Travailler dans un environnement de services multicanaux dans lequel vous serez responsable des indicateurs de rendement clés (comme la satisfaction de la clientèle) et des mesures de productivité clés (p. ex. le respect des lignes directrices relatives aux appels et les statistiques du service d’appel).
- Utiliser des techniques de service téléphonique positives; répondre aux demandes spéciales des clients et entretenir d’excellentes relations avec les clients.
- Répondre aux besoins en matière de voyage des clients ou des comptes qui vous sont assignés, tout en respectant votre calendrier d’appel quotidien, et signaler tout écart au responsable de l’encadrement de votre équipe à l’aide de l’outil de gestion des effectifs.
- Assurer l’encadrement et le perfectionnement des conseillers en voyages moins expérimentés au sein de l’équipe, au besoin.
- Faire preuve d’enthousiasme et de dynamisme au sein de l’organisation et toujours agir conformément aux lignes directrices de l’

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