Job Description
The IC Support Specialist role is a full commitment to proactively support our Travel Advisors by handling all their operational requests to ensure a smooth daily business operation.
Responsibilities
* Answer telephone in polite, timely and efficient manner.
* Action requests sent to the IC Support Service Desk (Sales Force) within the given SLA.
* Attend weekly onboarding meetings for new Advisors
* Assisting new Advisors with any set up requests.
* Assist with requests related to issuing/reissuing/refunding complex tickets
* Report and log all complaints / praises to your Line Manager and respond as directed.
* Assist Advisors to navigate through Atriis/Concur/Roomservice/Dolphin and Apexx
* Assisting the Ops Manager with Duty of Care/ crisis reports
* Assisting Advisors with ADM’s and escalate for resolution in the event of disputes.
* Providing ad hoc short training sessions to our Advisors to improve process proficiency
* Manning the UK Hotels inbox to ensure all emails are distributed accordingly
* Manning the UK Staff inbox to ensure all requests are replied in a timely manner
* Guiding the Advisors through the UK/USA intranet – SharePoint
* Assisting Advisors with updating traveller's profiles
* Providing assistance with fulfilling group bookings
* Create credentials for aggregators such as Booking.com
* Support Advisors with NDC requests by showing the GDS booking process
* Quality checking Advisors bookings on requests to minimize errors to reduce ADM’s .
* Attend monthly team meetings
* Identifying training needs for the Advisors and report them to the Line Manager.
* Give feedback to the Line Manager for the benefit of other staff members.
* Assist USA Advisors with the ad hoc booking required to be created in the UK
Requirements
* X3 Days in the office Hybrid Working
* Minimum 5 years business/leisure travel experience
* Excellent Galileo/Amadeus skills to training level, including strong fares & ticketing knowledge (published and net fares) Sabre is a bonus
* Good British & European Rail knowledge including Evolvi / Voyages SNCF / Trainline
* Good knowledge of group bookings/processes
* Good knowledge of Atriis/Concur
* Excellent all round travel product knowledge
* Good administration skills
* Excellent time management
* The ability to work in a high pressured and demanding environment to meet company SLA’s
* Exceptional communication & customer service skills
* A good command of the English language (verbal and written)
* Excellent fares knowledge, qualified to a minimum level of British Airways Fares 2
* Good understanding of the leisure Tour Operator fares
* Ability to work as a team member and communicate with all departments at all levels
* Ability to maintain a positive and proactive attitude
* Knowledge of Teams/Sales force/One Note/Excel preferable not essential