JPN_72901201_Travel Consultant I

Position Name: Travel Consultant

 

Location: Chuo-ku, Tokyo

 

Work visa: Required

 

 

Who we are:

BCD Travel helps companies travel smart and achieve more. We drive program adoption, cost savings and talent retention through digital experiences that simplify business travel. Our 13,000 dedicated team members service clients in 170+ countries as we shape a sustainable future for business travel.

 

Job Summary:

The Travel Consultant is responsible for accurately and efficiently handling incoming contacts requests via multiple channels (i.e. phone, email, etc.).

The travel consultant is the primary point of contact for the customer and provides active travel consultation towards the business customers, including providing travel details and up-selling of related product.

Provide exceptional service which exceeds client expectations and effectively manage and control all facets of travel arrangements, as requested by our clients on  every interaction with a BCD Travel clients.

 

Responsibilities:

Handle Incoming Requests

•    Uses the BCD Travel tools and systems to complete requests. 

•    Search and confirm travel reservations for the customer.

•    Understands and accurately applies client travel policy and requirements to each interaction.

•    Provide general travel advice to travelers. 

•    Responds to requests accurately and completely.

•    Understands and accurately applies travel supplier rules.

•    Maintains 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 and visa information if required.

•    Can fulfill basic requests regarding necessary regulations (DOT, TSA, passports, visas, etc.).

•    Supports BCD Travel and client driven initiatives.

Problem Solving

•    Appropriately responds to customers inquiries.

•    Performs follow-up as needed and within the time frame promised to the customer.

•    Seeks assistance from others for the resolution as appropriate.

•    Accurately processes the service feedback(BCD Travel systems and processes and procedures).

•    Demonstrate empathy in customer interactions to diffuse emotion during adversity.

•    Maintain a dialogue with the customer to validate a clear understanding of the customer's needs.

Quality

•    Meets individual and team goals.

•    Correctly uses the contact center systems.

•    Completes reservations without errors.

•    follows BCD Travel  contact and booking guidelines.

•    Adheres to BCD Travel policies and procedures to maintain quality control.

•    Uses active listening skills.

•    Provides the customer a full recap of the confirmed itinerary.

Service Excellence

•    Responds to the customer promptly.

•    Provides the customer their undivided attention.

•    Listens and captures information from the customer.

•    Responds appropriately.

•    Asks questions targeted to encourage complete responses. 

•    Creates rapport with the customer.

•    Matches in a positive manner, 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

•    Provides constructive feedback on daily operational processes and commercial relationship with customer when asked.

•    Completes tasks as assigned.

•    Willingly offers assistance to team members within and across teams.

•    Always searches for opportunities to move market share to BCD Travel preferred suppliers.

•    To add  "Work  together” to achieve a common goal or to complete a task in the most effective and efficient way.

•    Creates a positive work environment.

•    Accepts feedback positively having the willingness to change.

Communication

•    Communicates effectively in both Japanese and English

•    Uses professional, positive language and word choices to avoid negative customer reactions.

•    Avoids industry argon or clichés.

•    Matches in a positive manner, the customer's tone and pace.

•    Applies proper BCD Travel communication guidelines and standards (clear, concise and personal) to interactions.

•    Uses correct grammar in interactions.

Other

•    This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this position.  The employee may be asked to perform other duties and responsibilities, as necessary.

 

Requirements:

Must have:    

•    Travel GDS knowledge and experience.

•    Prior 1 to 2 years’ experience in a customer service-oriented or travel related position, and candidates without prior travel management company experience may be considered.

•    Strong verbal and written communication skills in designated languages.  

•    Ability to work flexible hours. •    Demonstrated understanding of customer servicing excellence.

Preferred:    

•    1 to 2 years of relevant corporate management travel experience. 

•    Good Geographical knowledge.

•    Knowledge of airline fares, rules and regulations. •    Proficiency in Microsoft Office applications. 

•    Demonstrated internet research skills for customer information.

•    Proven ability to handle multiple priorities simultaneously.

•    Ability to work independently, exercising discretion and judgment.

 

What we offer:

•    24 days annual paid leave

•   Hybrid work (need to discuss with your direct manager)

•   Flextime

 

Work hours:

9:00 a.m. - 6 p.m., Monday-Friday (No shift work!)

 

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