Senior Corporate Travel Consultant

Senior Corporate Travel Consultant
Do you want to work for the fastest growing travel management company in the world and become a member of the Expedia Inc. family, with plenty of room for growth & advancement? Egencia is Expedia’s corporate travel arm and well-known for its outstanding customer service and state of the art proprietary online & mobile technology solutions. As part of our ongoing commitment to recruit the best talent for Egencia, we are currently seeking a Senior Corporate Travel Consultant to join our exceptional Operations team in our Sydney office. This role will be a permanent position.

Key Responsibilities of the role:

·      Handle inbound and outbound calls consistently meeting and maintaining Department standards and goals (i.e. ATT, ACW, and Quality).

·      Resolve calls and only escalating when all options have been exhausted.

·      Use multiple applications during call.

·      Responding to client enquires via email with a professional manner

·     Ability to provide professional advice and accurate information to customers regarding the booking interface, booking challenges, and changes/cancellations to existing reservations.

·      Follow company guidelines while thinking quickly and outside the box to offer solutions to meet the customer’s needs.

·      Use proper documentation for each call and email, and provide priority wait-listing, preferred seat selection, and upgrade management as needed.

·      Make recommendations to clients, including efficient and alternate routes, lowest available fares, booking class, exchange rates and travel products and services.

·         Meet schedule adherence goals set forth by your manager

·         Participate and provide feedback during focus groups.

·         Ability to offer positive and constructive feedback.

·         Maintain positive attitude at all times.

·       May include additional responsibilities, e.g., customer service issue follow up and resolution, visa and/or passport processing, voids, refunds, exchanges and split ticketing.

·     Adhering to company service guidelines, sell and promote corporate negotiated contracts and preferred suppliers.

·         Consistently provide the highest level of customer service and professionalism.

·         Flexibility to work across all Customer Service teams.

·        Promote and maintain excellent client relations by managing a prompt and accurate response and positive telephone and service techniques.

·         Verify rates for best fares, corporate and preferred discounts and appropriate documentation.

·         Flexibility to work across all Customer Service teams.

·       Ensure consistency and adherence to processes and procedures by effective use of all computer systems and tools.

·         Research and solve problems related to reservations, and suggest improvements to services.

·         Provide guidance and mentoring to less experienced colleagues.

·         Participate and provide feedback during focus groups.

·         Coordinate with Account Management, Finance teams and other divisions in Egencia/Expedia Inc.

·         Attendance to seminars, training programs and supplier visits.


·         Degree or qualification in travel

·         Minimum 5 years industry experience.

·         Experience with one or more GDS systems and online booking platforms.

·         Intermediate technical skills and computer knowledge, including all Microsoft Office programs.

·     Ability to read, define and apply International tariff, fare rules, taxes, hub utilisation and explicit knowledge and application of International airline contracts.

·     Ability to assist in all aspects of arranging and booking travel including air, rail, hotel, car, and alternate ground transportation, including strong aptitude and understanding for booking highly complex multiple leg international itineraries.

·         Thorough and complete knowledge of travel industry procedures, policies, and applications.

·         Excellent listening skills.

·         Ability to work well in a structured team environment.

·      Traveller-focused with the ability to work effectively and professionally with internal and external travellers.

·        Ability to de-escalate calls in an effective manner.

·        Ability to achieve first call resolution

·        Strong problem solving skills/ability to empathize with customer.

·   Strong verbal and written communication skills. Ability to assess the customer and adjust communication style accordingly.

·        Excellent interpersonal skills with ability to positively influence others.

·        Ability to work in high stress environment with ability to adapt to change.

·        Ability to effectively multi-task during and after calls and follow through in a timely manner.

·        Strong organizational skills with ability to effectively manage competing priorities.

·        Strong attention to detail.

·      Ability to work in high stress environment; managing stress in a professional manner and without disruption to the operation, employees, or customers.

·        Ability to adapt to change.

·        Flexibility to work any shift.

How to apply: Please email your resume to Nicole Miller (

Posted: Mon 01 Jun 15

Note: This job advertisement is no longer active.

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