Business Travel Consultant II

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

📋 Description

• Provide direct assistance for users’ travel requirements while ensuring customer satisfaction.

• Support travelers via chat, phone, and email communications.

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

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

• Supply information for bookings related to hotels, flights, cars, and rail.

• Assist users in utilizing the self-service features of the Navan platform and app.

• Respond to inquiries in accordance with SLA expectations and requirements.

• Comply with company policies, customer travel and expense regulations, and global compliance procedures.

• Offer feedback to stakeholders regarding goals and key operating processes.

• Engage in team meetings that address product launches, supplier updates, and industry trends.

• Enhance travel industry knowledge and set a benchmark for travel support.

• Follow attendance policies and complete assigned training programs.

• Achieve individual performance metrics that align with organizational and business goals.

• Provide constructive feedback to product, design, and engineering teams to enhance customer-facing and internal platforms.

⛳️ Requirements

• Minimum of 3 years of experience in a TMC/BT Consultant Role, covering all supplier products such as 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).

• Experience in Customer Service within a contact center or customer-facing role.

• Tech-savvy – not an expert but comfortable using Gmail, Zendesk, Slack, Salesforce, and our internal travel customer service platform.

• Dependable and adaptable, willing to work non-traditional shifts (early mornings, late evenings, and weekends) as our support organization expands.

• Capable of multitasking with a focus on resolving urgent issues as swiftly and efficiently as possible.

• Possess an empathetic nature while maintaining professionalism at all times.

• An independent thinker who effectively utilizes available resources to troubleshoot issues and address customer inquiries.

• Strong communication skills, both verbal and written.

• A collaborative team player who values giving and receiving feedback while uplifting colleagues.

• A passion for travel and a basic understanding of world geography.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and growth.

• Flexible working arrangements.

• Access to travel discounts and perks.

• Supportive and inclusive company culture.