[Hiring] VIP After-Hours Emergency Corporate Travel Consultant @Flight Centre

Role Description

We're seeking an experienced VIP Corporate Travel Consultant to join our Emergency Customer Care (ECC) team, delivering white-glove, personalized service to C-Suite executives and high-profile clients during after-hours, overnight, weekend, and holiday periods. This role is uniquely designed for a seasoned travel professional who thrives in high-pressure situations and understands that for our VIP clientele, exceptional service never sleeps.

As a VIP Emergency Customer Care Consultant, you will manage urgent and complex domestic and international travel requests, including air, hotel, car, and ground transportation, via Sabre GDS, while maintaining the highest standard of professionalism, discretion, and client satisfaction. You will serve as a trusted advisor and first point of contact when our most valued clients need assistance the most.

Before you begin your role, you will complete a four-week paid training program designed to boost your industry knowledge, train you on contract airfares, and sharpen your Sabre skills, ensuring you are fully equipped to deliver the VIP experience our clients expect around the clock.

Please note that this is a remote after-hours position that requires working overnights, weekends, and holidays.

This position requires flexible hours and shift availability as determined by business need and client call volume.

Qualifications

• 3+ years of recent experience as a VIP or Executive Travel Agent, with a demonstrated ability to serve C-level executives and high-profile clients with discretion and professionalism.
• 4+ years of recent experience in corporate travel management, with a thorough understanding of the unique needs and challenges of business travelers, particularly in emergency and after-hours scenarios.
• Expert in managing complex, urgent, and time-sensitive travel requests with precision, including the ability to navigate and manipulate complex itineraries, international fares, and Passenger Name Records (PNRs) to ensure seamless VIP travel experiences.
• In-depth familiarity with Sabre GDS for fare calculations, itinerary management, and ticket issuance, along with proficiency in ticketing procedures, scripting, and handling complex itinerary changes and exchanges for both domestic and international travel.
• Comfortable and proficient using Microsoft Office Suite (Excel, Outlook, Teams), travel booking tools (Concur, Deem), and various communication tools, with a strong technical aptitude and the ability to adapt to new technologies quickly.
• Skilled in building long-term relationships with elite clientele by proactively gathering and retaining travel preferences, handling bespoke requests with discretion, and maintaining a comprehensive understanding of global geography and international destinations.
• Previous exposure to quality control processes to ensure the accuracy and compliance of travel bookings, with strong attention to detail even in fast-paced, high-pressure situations.
• Excellent written and verbal communication skills with a polished, professional, and empathetic demeanor when interacting with clients and colleagues.
• A natural inclination to respond promptly to emergency travel requests, with the ability to handle high-stress situations, make quick and effective decisions, and provide expert guidance while consistently upholding the VIP standard of service.
• A polished and professional demeanor when interacting with clients and colleagues.
• Proficiency in handling multiple urgent tasks simultaneously while maintaining efficiency and quality in each interaction.
• The capacity to make quick and effective decisions to resolve travel-related issues promptly.
• Excellent communication skills to keep clients informed and reassured throughout the travel process.
• A deep commitment to delivering exceptional customer service with a focus on client satisfaction.
• Comfortable and proficient in using travel booking systems and various communication tools.
• Strong technical aptitude with the ability to troubleshoot and adapt to new technologies.
• Self-motivated with the ability to work independently and manage tasks successfully.
• Reliable, high-speed internet connectivity required to support core job responsibilities, including but not limited to video conferencing, access to company systems, and secure handling of company data.

Benefits

• Paid Time Off: A comprehensive time off package, including up to 15 vacation days (prorated upon hire and increasing to 20 days after 2 years of employment), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 9 recognized holidays annually.
• Travel perks/discounts.
• Health & Wellness Programs and Employee Financial Wellness Services.
• National/International Award Nights and Conferences.
• Health benefits including, medical, dental, vision, gender affirming care, and fertility care.
• Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability.
• Flexible Spending Accounts.
• Employee Assistance Program.
• 401k program with partial match.
• Tuition Reimbursement Program.
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions.
• Global career opportunities in a network of brands and businesses.

Company Description

FCM takes a holistic approach to corporate travel, specializing in managing national and global travel programs for medium and large businesses. Ranked as one of the world’s top five travel management companies, it has a business network in over 97 countries and global headquarters in London, Brisbane, Singapore, and New York. Backed by the global strength of Flight Centre Travel Group (FCTG), FCM combines local expertise and global experience to provide clients with a truly bespoke experience.