Travel Consultant

2 days ago

Clark Freeport Zone Pampanga Philippines dnata Travel Inc. Full time ₱500,000 - ₱1,000,000 per year

Job Title: Travel Consultant

Location:  Clark, Philippines

Minimum Requirements:

  • Applicants must be willing to work and relocate to Clark, Pampanga.

  • Applicants must be a Filipino citizen or have a relevant residence status

  • High school diploma/GED required (College degree preferred)

  • Minimum of one (1) year experience as a Customer Service or Booking Agent in an Airline or Hotel line-of-work under a Travel Agency, Hotel or Contact Centre.

  • Above average mathematical competencies.

  • Demonstrate excellence in customer service and sales by achieving specified performance standards

  • Have a positive attitude to delivering excellence in customer service in a contact centre environment

  • IATA certification in Basic or Advanced Standard Fares or ticketing is definitely a plus

  • Experience in handling leisure travel reservations is a plus

  • Experience in at least one GDS and its native environment is an advantage.

  • Good comprehension skills

  • Good English Communications Skills, Detail-oriented

  • Have a positive attitude to delivering excellence in customer service in a contact centre environment

  • Have a mature attitude coupled with high degree of work ethic

  • Have an enthusiastic and confident telephone manner with a 'smile in the voice'

  • Be self-motivated and able to apply initiative to solve problems

  • Be effective in a team-based environment and supportive of team objectives

  • Communicate information effectively in a friendly and supportive manner

  • Displays ability and willingness to undertake intensive training in complex products

  • Willing to work in shifting schedules that includes possible graveyard shifts

Key Responsibilities and Accountabilities:

  • Successful completion of initial training program as well as any concurrent training related to the job role

  • Provide customers with specific and accurate product and service information to maintain quality service provision for all Contact Centre accounts

  • Identify and escalate priority issues to a Team Leader when necessary in order to uphold quality of service to all Contact Centre customers

  • Answer all Calls, Emails and Customer Service Requests assigned to the skill set trained for in a timely manner

  • Use relevant applications, systems and sources to provide the best possible solution for their customers

  • Troubleshoot and liaise with suppliers and hotels and airlines to complete the booking/amendments/cancellations of the customers.

  • Be able to analyze travel-related data and provide analysis and intelligence to internal customers.

  • Identify potential issues with bookings that impact the business bottom line based on known red flags

  • Acts on crisis management during untoward incidences pertaining to any product sold by the department.

  • Be able to manually construct fares and add applicable taxes and surcharges and mark ups as necessary on a per transaction basis for flights, hotels, and other products.

  • Be able to achieve all agreed metrics for the line of business which includes but is not limited to: Productivity, Quality and Error Rate

  • Stay fully knowledgeable on all aspects of each Contact Centre account. Subject matters  include but are not limited to revised Standard Operating Procedures, new products and  promotional campaigns

  • Other tasks may be assigned

Key Competencies:

  • Attention to details and accuracy

  • Initiative & Commitment to Achieve

  • Results-oriented with bias for action, versatility, and adaptability.

  • Effective Communication

  • Flexibility and Adaptability

  • Team Player

  • Efficiency and Willingness to Learn

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