ETS Consultant VIP

The main role of a ETS Consultant VIP is to build relationships and understand the needs of our client’s while

delivering a ‘high touch’ service that saves clients time and drives down their total cost of travel.

 KEY RESPONSIBILITIES:

Service Expectation

• Provide a dedicated, consistently high level of service to all clients tailored to their individual requirements with a desire to always exceed client expectation.
• Effectively manage your workload to meet all deadlines as required, either set by the client or within R&M
• Ability and willingness to service different client industry sectors across the wider business
• Demonstrate innovative thinking and provide a consultative approach
• To be proficient in R&M and Navan Technology, sharing knowledge with the client to ensure an all- encompassing service
• To be responsible for the delivery of all air, rail, car rental, ferry, black car and charter reservations and to advise clients on best practice utilising R&M and Navan technology

Operational Excellence

• Assist travellers with best-in-class travel support, requiring a great deal of supplier, destination and system knowledge.
• Pro-actively build meaningful and long-lasting relationships both internally and externally
• Make quick and accurate analysis of customer needs, persona and level of urgency.
• Provide accurate information for hotel, flight, car and rail bookings as required.
• Monitor all bookings for further saving opportunities up until completion of the trip
• Utilise detailed understanding of the client policy to drive compliance whilst maximising opportunity to enhance the traveller experience
• Support users with self-service of the Navan platform and app.
• Provide travel support through multiple contact channels: chat, call and email.
• Respond to customers within SLA expectations and requirements.
• Follow company and client travel and expense policies, along with global compliance procedures.
• Provide regular feedback to stakeholders.
• Participate in team meetings to ensure you are 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.
• Commitment to attendance and completion of all assigned training.
• Meet individual performance metrics and support the organisation and company business objectives.

WHAT WE'RE LOOKING FOR:

• Demonstrated customer service experience in a TMC/ BT Consultant role covering all supplier products i.e. air, rail car and hotel.
• Fully conversant with one or all GDS systems; Sabre, Galileo, Amadeus to advanced level (Sabre preferred).
• IATA Accreditation (WWAFT / VAII / BA2)
• Exceptional written and verbal communication skills
• Tech forward, solutions driven self-starter with a growth mindset
• Demonstrated ability to make effective use of resources available to complete tasks to agreed deadlines
• Comprehensive knowledge of the travel industry and products in the market including different aircraft types and cabins
• Knowledge of Low-Cost Carriers in the market and their different products available
• Fully conversant with various rail, black car, LCC, OTA booking systems
• Ability to build an exceptional rapport with all clients and colleagues
• Entrepreneurial spirit with a passion for innovation, efficiency and continuous improvement