IC Support Specialist

Overview

Global Travel Collection (GTC), part of Internova Travel Group, is the most influential collection of international luxury travel advisors. More than 1,700 GTC advisors are industry leaders in providing premium travel services to leisure travelers, corporate executives and the entertainment industry. GTC’s combined global reach and leverage translate into value, recognition and preferential treatment for its world traveler clients. Click here for more information about Global Travel Collection.

Responsibilities

The IC Support Specialist is dedicated to providing proactive operational support to Travel Advisors, managing their day-to-day requests to ensure efficient and seamless business operations, including handling emergency requests outside of standard working hours.

• Manage requests submitted to all Operations desks via Salesforce within SLA
• Attend weekly onboarding sessions and support new Advisors with setup requests.
• Provide support with requests related to issuing, reissuing and refunding complex tickets
• Record and escalate all complaints and positive feedback to your Line Manager
• Assist Advisors in navigating systems including Atriis, Concur, Roomservice, Dolphin, and Apexx.
• Support the Operations Manager with Duty of Care responsibilities and Crisis reports
• Assisting Advisors with ADM’s and escalate for resolution in the event of disputes
• Deliver ad hoc training sessions to enhance Advisors process knowledge and efficiency
• Handle incoming calls and direct them to the appropriate department or channel
• Monitor the UK Hotel and Staff travel inbox to ensure all emails are actioned
• Support Advisors in navigating the UK/USA intranet (SharePoint)
• Assist with the processing and coordination of group bookings
• Create credentials for aggregators such as Booking.com / Airlines Group portals
• Support Advisors with NDC requests by guiding them through the GDS booking process across Sabre, Travelport and Amadeus
• Conduct quality checks on Advisor bookings to reduce errors and minimise ADMs
• Participate in monthly team meetings to review performance and updates.
• Identify training needs for the Advisors and report them to the Line Manager
• Provide feedback to the Line Manager to support team development and improvement.
• Assist USA Advisors with the Ad hoc bookings required to be created in the UK

Qualifications

•Minimum of 5 years’ experience in business and/or leisure travel•Advanced proficiency in Sabre, Galileo, and Amadeus to a training standard, with strong fares and ticketing knowledge (published / net fares / NDC)•Strong knowledge of British and European rail systems, including Evolvi, Voyages SNCF and Trainline.•Solid understanding of group booking processes•Experience of using Atriis and Concur•Strong overall knowledge of travel products and services•Ability to perform effectively in a fast-paced, high-pressure environment while meeting company SLA•Exceptional communication & customer service skills•Strong command of the English language, both written and verbal•Good understanding of the leisure Tour Operator fares•Strong team player with the ability to communicate effectively across all departments and levels•Maintains a positive, proactive, and professional attitude.•Familiarity with Microsoft Teams, Salesforce and Excel is desirable but not essential.•Extended Working hours on Friday / Monday / Tuesday then Saturday / Sunday full working day

PAY AND BENEFITS

The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas.  Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay.  The salary range posted represents the pay range for U.S. candidates.  If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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