Singapore, Singapore
West Palm Beach, Florida
Posted: 11-Aug-23
Location: Nationwide
Type: Full Time Employee
Additional Information:
Internal Number: 2023-2913
Is the first point of contact between the traveler and Travel Leaders Corporate. Tends to the needs of the traveler with an exceptional level of customer service. Provides a high level of consultation and accuracy during all aspects of the travel experience, including pre-booking consultation, the reservation process, pre-travel support and follow up post trip. Demonstrates in-depth travel industry knowledge, exceptional problem- solving skills, while maintaining the highest degree of professionalism and courtesy.
Schedule: Sun-Thurs 10pm-7am EST or 9pm-6am EST. Will consider applicants from any timezone in US.
The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay.
This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.
Responsibilities
People Leadership
- Provides day to day guidance to agent team within span of control
- Ability to identify team strengths/development opportunities, identify top talent
- Develops solid plans in place to plans in place to drive results
- Monitors success measurements
- Provides frequent and timely feedback through one on one interaction, team meetings, and other forms of communication for all direct reports
- Provides both positive and constructive feedback as required
- Completes HR interactions/functions as needed – including payroll
- Clearly communicates the departmental vision and mission to all team members
- Works closely to develop schedules, monitor attendance, align time for non- phone related work and coaching sessions
- Lead training initiatives
Quality, Expense Management and Productivity
- Work to mitigate expense due to quality errors
- Reviews customer service reports monthly, completes appropriate analysis of issues, and works to quickly identify trends or issues within area of responsibility.
- Closely monitors use of overtime, works with to align on optimal schedules and staffing requirements to reduce the need for overtime expense
- Monitor all write offs and payouts, working with leaders to create strategies to mitigate payout risks
- Reviews agent productivity measures, offers suggestions and develop process improvement plans
Client Sales & Satisfaction
- Support the sales process with relevant operational insight and expertise
- Develop and provide client reporting for Strategic Partnerships
- Works closely with Director Fulfillment and Account Management to support new and existing client programs.
- Acts as primary contact for day to day operational questions for internal and external clients
- Works closely with all internal departments to ensure client program success
Qualifications
- 10 + years Corporate Travel selling experience, minimum 5 years as VIP or Concierge Agent
- 5+ years Customer service experience, preferably in the travel industry
- GDS proficient with willingness to utilize multiple reservations systems
- Mastery in Sabre GDS required
- Specifically: GDS formats, short cuts, enhancements, pricing
- Apollo GDS system a plus
- Typing speed of at least 50 WPM
- Must be proficient with both international and domestic destination Geography
- Fluent with Microsoft office suite including Excel and Outlook
- Exceptional/above & beyond, proactive customer service approach
- Ability to handle multiple complex requests simultaneously and seamlessly
- Comfort and experienced working with C-level travelers
- Ability to retain and proactively obtain travel preferences
- Perform unique requests with the utmost professionalism
- Excellent travel industry knowledge
- Corporate travel experience required
- Expert in international travel bookings and process
- Exceptional communication skills both written and oral
- Outstanding attention to detail
Leadership Abilities:
- Has strong understanding of own skill set and development opportunities
- Takes direction, offers suggestions, and asks for appropriate guidance when applicable
- Demonstrates exceptional teamwork
- Proactively offers support when ability matches need
- Acts as a leader among peers
- Recognizes peers for support they have provided
- Consistently demonstrates master of the guiding principles in daily work habits
- Ability to provide constructive feedback to peers and leaders when appropriate
- Ability to handle most difficult situations
- May seek minimal guidance, but generally has solution at hand
- Able to support peers in decision making
- Knows when to escalate to a leader
- Strong understanding of key TLC initiatives and employs strong change management skills consistently
Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.
Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.