[Hiring] Business Travel Consultant II @Navan

Role Description

As a member of our quickly growing Travel Experience team, you will be responsible for directly supporting our users’ travel needs. Your role is to:

• Assist our travellers with best-in-class travel support through multiple contact channels: chat, call, and email.
• Maintain extensive supplier, destination, and system knowledge.
• Make quick and accurate analyses of customer needs, persona, and level of urgency.
• Provide accurate information for hotel, flight, car, and rail bookings, as required.
• Support users with self-service of the Navan platform and app where possible.
• Respond to customers within SLA expectations and requirements.
• Follow company and customer travel and expense procedures and policies in addition to global compliance procedures.
• Provide regular feedback to stakeholders on the progress of goals and performance of key operating processes.
• Participate in team meetings to stay up to date with new product launches, supplier updates, and industry changes.
• Build upon your travel industry knowledge to continue to set the standard for best-in-class travel support.
• Adhere to attendance policy and complete all assigned training.
• Meet individual performance metrics in support of the organization and company business objectives.

Qualifications

• 3+ years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail, and hotel.
• 2+ years of GDS experience (Sabre, Amadeus, Galileo) to intermediate level - MANDATORY REQUIREMENT.
• IATA accreditation (WWAFT/WAII/BA2).
• Customer Service experience within a contact center or customer-facing role.
• Tech Savvy - confident in Gmail, Zendesk, Slack, and Salesforce as well as our internal travel customer service platform.
• Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings, and weekends).
• Ability to multitask with a desire to resolve urgent matters as quickly and efficiently as possible.
• An empathetic disposition with the ability to maintain a professional attitude at all times.
• An independent thinker who is able to use available resources to troubleshoot issues and resolve customer inquiries.
• A skilled communicator with excellent verbal and written communication.
• A team player who thrives in collaborating, giving and receiving feedback, and lifting others up.
• An interest in travel with a basic understanding of world geography.