Business Travel Consultant II

This is a fully remote position, open to applicants in India.

📋 Description

• Assist travelers by providing travel support via chat, phone, and email.

• Maintain up-to-date knowledge of suppliers, destinations, and systems.

• Quickly and accurately analyze customer needs, personas, and urgency.

• Offer information regarding hotel, flight, car, and rail bookings.

• Support users with self-service functionalities on the Navan platform and app.

• Respond to customer inquiries within SLA expectations.

• Adhere to company policies, customer travel and expense guidelines, and global compliance procedures.

• Provide feedback to stakeholders on goals and key operating processes.

• Participate in team meetings focused on product launches, supplier updates, and industry changes.

• Develop travel industry knowledge and uphold best-in-class support standards.

• Comply with attendance policies and complete all assigned training.

• Achieve individual performance metrics that align with business objectives.

⛳️ Requirements

• A minimum of 3 years of experience in a TMC/BT Consultant role covering all supplier products, including air, rail, and hotel.

• At least 2 years of GDS experience (Sabre, Amadeus, Galileo) at an intermediate level - MANDATORY REQUIREMENT.

• IATA accreditation (WWAFT/WAII/BA2).

• Previous customer service experience in a contact center or customer-facing role.

• Technologically adept; comfortable using Gmail, Zendesk, Slack, Salesforce, and Navan's internal travel customer service platform.

• Dependable and adaptable, with a willingness to work non-traditional shifts, including early mornings, late evenings, and weekends.

• Ability to multitask and swiftly resolve urgent issues.

• Possess an empathetic nature and maintain a professional demeanor.

• Independent thinker capable of troubleshooting problems and addressing customer inquiries using available resources.

• Strong verbal and written communication skills.

• A collaborative team player who gives and receives feedback and supports colleagues.

• Genuine interest in travel and a fundamental understanding of world geography.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and training.

• Flexible working hours and remote work options.

• Comprehensive health and wellness benefits.

• Employee discounts on travel and accommodation.