Travel Executive (Hybrid) Full time, Singapore

As a Travel Executive, you will be 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. You will be responsible for accurately and efficiently handling incoming requests via multiple channels (i.e. phone, email, etc.).

This position performs at an expert/senior level and demonstrates an extensive understanding and applicability of all areas in the travel industry. Works independently on requests. Takes the initiative to provide assistance to team members and management as requested.

Handling incoming requests:

• Expertly use the appropriate BCD Travel tools and systems to complete requests
• Search and confirm travel reservations for the customer
• Strong understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customer
• Provide travel offers and general travel advice to travelers
• Responds to requests accurately and completely
• Excellent knowledge and application of travel supplier rules
• Maintains, actively communicates and seeks expansion of 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
• Can fulfill all requests regarding necessary regulations (DOT, TSA, passports, visas, etc.)
• Supports BCD Travel and client driven initiatives

Problem Solving:

• Appropriately responds and resolves customers inquiries
• Anticipates and provides assistance on potential challenges that may arise for the customer
• Performs follow-up as needed and within the time frame promised to the customer
• Proactively provides feedback to management to avoid future customer issues
• Accurately processes the complaint (BCD Travel systems and processes and procedures)
• Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity

Quality:

• Consistently exceeds individual and team goals
• Effectively uses the telephone systems
• Completes reservations with minimal errors
• Consistently follows BCD Travel call/email guidelines
• Adheres to BCD Travel policies and procedures to maintain quality control
• Provides the customer a full recap of the confirmed itinerary

Service Excellence:

• Responds to the customer promptly
• Provides the customer his/her undivided attention
• Listens and captures information from the customer
• Responds appropriately
• Asks questions targeted to encourage complete responses
• Creates rapport with the customer
• Matches 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:

• Seeks opportunities to review operational processes and the commercial relationship with customer and provides suggestions for improvement
• Volunteers for additional tasks
• Actively supports other team members within and across teams

Communication:

• Uses positive language and word choices to avoid negative customer reactions
• Matches 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

About you Essential:

• Minimum of 3-5 plus years\' experience in the corporate travel management industry
• Solid working knowledge of the travel industry, policies, procedures and processes
• Advanced skills on travel industry systems (i.e. GDS)
• Strong verbal and written communication skills in designated languages
• Proven ability to handle multiple priorities simultaneously
• Ability to work independently, exercising discretion and judgment
• Demonstrated excellent professional customer service and problem resolution skills
• Strong problem solving and/or critical thinking skills

About us
We\xe2\x80\x99re a market leader in travel management: We help people and companies travel smart and achieve more, and our clients include some of the world\xe2\x80\x99s best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000+ people work virtually (because a 10-second commute usually makes awesome sense). We\xe2\x80\x99re committed to sustainability and to driving success for our customers, our business and ourselves. Learn more about BCD Travel.

Your life at BCD Working at BCD means connecting, collaborating and celebrating. You\xe2\x80\x99ll be part of a virtual, dynamic and flexible work environment that fosters a good work-life balance so you can focus on what makes you happy. But don\xe2\x80\x99t just take our word for it! Hear why people join BCD and more about the great perks of Life at BCD .

You\xe2\x80\x99ll be offered

• Flexible working hours and work-from-home or remote opportunities
• Opportunities to grow your skillset and career
• Generous vacation days so you can rest and recharge
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
• Travel industry professional perks and discounts
• An inclusive work environment where diversity is celebrated

Ready to join the journey? Apply now! We\xe2\x80\x99re dedicated to building a diverse, inclusive and authentic workplace. If you\xe2\x80\x99re excited about a role, but your experience doesn\xe2\x80\x99t align perfectly, we encourage you to apply. You may be just the right candidate for this or other positions.