Senior Travel Consultant

The incumbent of this role must effectively action the travel booking processes at all levels, resulting in an efficient, effective and cost-conscious travel service delivery that differentiates Global Business Travel. The incumbent of this role must be complaint with both Tourvest and Global Business Travel’s processes and procedures. The incumbent of this role must be complaint with all GBT, Seekers Travel, Travelit, Broking, Public Sector’s processes and procedures.

CLIENT SATISFACTION AND RELATIONSHIPS

• A client centric mentality, with consistent VIP service and personal accountability for client satisfaction and retention.
• Immediate attention to any client complaint.
• Adhere to TTS /client turnaround times.
• A strong sense of urgency.
• Excellent telephone etiquette.
• Solution driven.
• Less than 0.2% error ratio to tickets.

INTER-DEPARTMENTAL BUSINESS RELATIONSHIPS

• Attendance of company meetings and functions/team building.
• Building and maintain multi-level relationship within TTS.
• To be an integral part of your team with the ability to coach and guide junior staff.
• To actively pursue innovation and more efficient processes.
• To share knowledge with the broader team.
• Self-improvement through LMS, GBT and Supplier monthly training.

SYSTEMS AND KNOWLEDGE

• Ability to consult on Amadeus, Sabre and Travelport.
• Ability to embrace technology solutions.
• Effectively action the travel booking process at all levels, including reservations, fares, ticketing, re-issues, refunds for all routing complexities.
• Full understanding of country emulation and local partner ticketing abilities.
• Fulfil a generalist role within your team.
• 99% of calls required to be answered.
• 95% adherence to Call SLA criteria.
• 95% attained on QC checks done on reservations.

PROFIT PERFORMANCE

• Ensure that all fees are correctly charged at time of ticketing including invoicing and referral bookings.
• No tickets to be on the un-invoiced ticket list.
• Ability to benchmark accurately, as per client requirements.
• Ability to document required client references accurately.
• Ability to identify other opportunities for additional income and savings to client, when quoting.
• All documentation to be correctly issued and emailed to the client and supplier.
• Cost conscious mindset for both TTS and the client.
• Fully conversant with preferred partners both of TTS and client.
• Strategic approach when quoting preferred partners.
• Ensure corporate fares, TTS and GBT deals are utilized.

EFFICENCIES

• Alignment to all TTS and GBT policies and procedures found on Dashboard.
• TTS code of conduct to be read, understood, signed and upheld.
• Aligned to home network addendum.
• Compliant and aligned to client policy.
• Productivity to be above average while performing a VIP service offering.
• Awareness of blacklisted/sanctioned airlines/countries and EU Banned list.
• Dashboards, Q’s and TRFs monitored and cleared daily.
• Ensure that all calls are correctly logged at all times.

PREFERRED PARTNER’S & CLIENT PROFILES

• Fully conversant with preferred partners both of TTS and the client.
• Strategic approach when quoting preferred partners.

JOB CHALLENGES

• Ability to handle pressure and volume.
• Ability to work independently and self-manage.
• Flexible with working hours, as per rotating shift roster and extended hours.
• Offering a consistent VIP service while adhering to the SOP and SLA.
• Client retention.
• Ability to trouble shoot and problem solve.
• Team player.
• Consistent & Self Motivated.
• Solution driven –offer alternatives.
• Find the right solution for the client.
• Attention to detail.

EDUCATIONAL REQUIREMENTS

• Matric (Grade 12)
• Travel Diploma

EXPERIENCE IN YEARS

• Minimum of 6 years’ experience with at least 4 being in a senior role in a similar organisation.

IN THE ABSENCE OF MINIMUM REQUIREMENTS

• Learnership in Travel & Tourism.
• Degree in Travel & Tourism.

ADVANTAGES

• To be well travelled is an advantage.
• Computer literate: Word, Excel, Travelit.

KNOWLEDGE

• Beginners, intermediate and advanced fares course
• Ticket reissue course
• Ticketing course
• Super user courses
• Business charm and savvy
• Customer service course
• Sound geographical knowledge
• Sound visa knowledge
• SAM and AGM course

Job Type: Full-time

Work Location: In person