Bilingual Corporate Travel Counselor

2 weeks ago

Ottawa, Canada American Express Global Business Travel Full time

Aperçu du rôle:
Le rôle de conseiller aux voyageurs chez GBT est d'offrir une expérience de service de voyage exceptionnelle à nos clients d'entreprise. En travaillant ensemble comme une équipe assidue, nos conseillers en voyages offrent une attention exceptionnelle aux voyageurs, une résolution au premier appel et un service client de la plus haute qualité aux entreprises clientes de GBT. C'est là que vous aurez une véritable responsabilité pour la relation de service et l'expérience client, en fournissant des solutions de voyage créatives et opportunes, en utilisant les outils et la technologie disponibles selon les besoins, tout en améliorant les revenus des fournisseurs.

Le rôle fera partie d'une équipe hautement qualifiée de conseillers en voyages d'affaires situés pratiquement à domicile, dans l'un de nos centres de voyages d'affaires ou sur place chez les clients. Le rôle relèvera d'un entraîneur d'équipe.

Principales responsabilités:

- Agir en tant que conseiller et consultant en voyages pour la plupart de nos comptes d'entreprise.
- Agir en tant que point de vente pour toutes les exigences de voyage national et international, en organisant des voyages de routine et sophistiqués pour l'hébergement en avion, en train, en voiture et à l'hôtel, en appliquant un ou plusieurs systèmes de distribution mondiaux (GDS), Sabre ou Apollo.
- Fournir des conseils consultatifs, des solutions et des recommandations. De plus, vendre de manière proactive des services supplémentaires pour nos voyageurs (par exemple, hôtel et voiture), tout en garantissant le respect de la politique et des exigences de voyage convenues par les clients
- S'aligner sur toutes les exigences légales standard, qui incluent la formation obligatoire, la conformité et les sanctions
- Empêchez les appelants frauduleux d'essayer de réserver des voyages en dehors des heures d'ouverture en suivant nos protocoles de sécurité pour les réservations en dehors des heures d'ouverture.
- Répondez aux attentes sur les objectifs individuels / partagés de l'équipe et soutenez tous les indicateurs de performance clés de l'entreprise. Examinez de manière proactive vos métriques pour vérifier et améliorer les performances
- Respecter les exigences internes de conformité et réglementaires pour tous les clients et emplacements pris en charge
- Opérer dans un environnement de service de téléphonie où vous êtes responsable des indicateurs de performance clés de succès, tels que la satisfaction client (CSAT), les mesures de productivité clés (par exemple, les mesures d'adhésion aux appels et de service d'appel), et la conduite de partenariats clés et la vente de vols et d'hôtels préférés les partenaires
- Utiliser des techniques de service téléphonique positives ; agir sur les demandes spéciales des clients et maintenir d'excellentes relations avec les clients
- Répondre au service de votre compte désigné ou aux exigences de voyage de vos clients, tout en respectant quotidiennement votre horaire d'appels désigné et en signalant tout écart dans l'outil de planification de la gestion des effectifs à votre coach d'équipe
- Encadrer, développer et encadrer des collègues conseillers en voyages plus juniors dans l'équipe, au besoin
- Exprimez votre passion et votre énergie au sein de l'organisation et agissez toujours conformément à l'éthique, aux valeurs et aux directives de conformité de l'entreprise.

Qualifications et attributs clés:

- Compétences bien développées en communication verbale et écrite
- Minimum de 5 ans et plus d'expérience en tant que conseiller en voyages
- L'expérience GDS dans Sabre ou Apollo est essentielle - l'expérience SmartPoint/Apollo est un atout.
- Connaissance approfondie démontrée des destinations de voyage nationales
- Expérience avec les réservations de voitures et d'hôtels d'entreprise
- Connaissance pratique complète des tarifs et des règles
- Connaissance pratique des procédures de l'industrie pour les échanges et la gestion des billets
- Travaille bien au sein d'une équipe et sous pression
- Heures d'ouverture : du lundi au vendredi - Rotation de 7 h 00 à 20 h 00
- Certifié TICO
- Entièrement bilingue, français et anglais
- Doit être disposé à travailler sur place au centre-ville d'Ottawa
- Overview of Role:
The Traveler Counselor role at GBT is to deliver outstanding travel service experience for our Corporate Business Customers. By working together as a hard-working team, our Travel Counselors provide outstanding traveler care, first call resolution and the highest quality of customer service to GBT corporate clients. It where you will have true accountability for the service relationship and customer experience, by providing creative and timely travel solutions, using available tools and technology as needed, while improving supplier revenue.

The role will form part of a highly skilled team of Corporate Travel Counselo

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