ETS Consultant VIP

Reed & Mackay Internal; United Arab Emirates; On-site; AED 55,000 - 85,000; Full time

Job summary

Reed & Mackay Internal seeks an ETS Consultant VIP to build strong client relationships and deliver high-touch service that saves time and reduces total travel costs. You will manage bookings across air, rail, car rental, ferry, and charter options using Navan technology and internal systems.

You’ll provide proactive travel support, meet SLA expectations, and continuously improve processes through innovative thinking and stakeholder feedback.

Qualifications

• Demonstrated customer service experience in a TMC/ BT Consultant role covering all supplier products i.e. air, rail car and hotel.
• Fully conversant with one or all GDS systems; Sabre, Galileo, Amadeus to advanced level (Sabre preferred).
• IATA Accreditation (WWAFT / VAII / BA2).
• Exceptional written and verbal communication skills.
• Tech-forward, solutions-driven self-starter with a growth mindset.

Responsibilities

• Provide a dedicated, consistently high level of service to all clients tailored to their requirements.
• Manage workload to meet deadlines set by clients or the company.
• Advise clients on best practice using R&M and Navan technology.
• Delivery of air, rail, car, ferry, black car and charter reservations.
• Support travellers with Navan platform and app across multiple channels.
• Ensure compliance with client policy while maximizing travel efficiencies.

Skills

Customer service

GDS proficiency

Communication skills

Growth mindset

Resource management

Travel industry knowledge

Rapport building

Education

IATA Accreditation

Tools

Sabre

Galileo

Amadeus

Job description

The main role of a ETS Consultant VIP is to build relationships and understand the needs of our client’s while

delivering a ‘high touch’ service that saves clients time and drives down their total cost of travel.

KEY RESPONSIBILITIES:

• Provide a dedicated, consistently high level of service to all clients tailored to their individual requirements with a desire to always exceed client expectation.
• Effectively manage your workload to meet all deadlines as required, either set by the client or within R&M
• Ability and willingness to service different client industry sectors across the wider business
• Demonstrate innovative thinking and provide a consultative approach
• To be proficient in R&M and Navan Technology, sharing knowledge with the client to ensure an all- encompassing service
• To be responsible for the delivery of all air, rail, car rental, ferry, black car and charter reservations and to advise clients on best practice utilising R&M and Navan technology

Operational Excellence

• Assist travellers with best-in-class travel support, requiring a great deal of supplier, destination and system knowledge.
• Pro-actively build meaningful and long-lasting relationships both internally and externally
• Make quick and accurate analysis of customer needs, persona and level of urgency.
• Provide accurate information for hotel, flight, car and rail bookings as required.
• Monitor all bookings for further saving opportunities up until completion of the trip
• Utilise detailed understanding of the client policy to drive compliance whilst maximising opportunity to enhance the traveller experience
• Support users with self-service of the Navan platform and app.
• Provide travel support through multiple contact channels: chat, call and email.
• Respond to customers within SLA expectations and requirements.
• Follow company and client travel and expense policies, along with global compliance procedures.
• Provide regular feedback to stakeholders.
• Participate in team meetings to ensure you are up to date with new product launches, supplier updates and industry changes.
• Build upon your travel industry knowledge to continue to set the standard for best-in-class travel support.
• Commitment to attendance and completion of all assigned training.
• Meet individual performance metrics and support the organisation and company business objectives.

WHAT WE'RE LOOKING FOR:

• Demonstrated customer service experience in a TMC/ BT Consultant role covering all supplier products i.e. air, rail car and hotel.
• Fully conversant with one or all GDS systems; Sabre, Galileo, Amadeus to advanced level (Sabre preferred).
• IATA Accreditation (WWAFT / VAII / BA2)
• Exceptional written and verbal communication skills
• Tech forward, solutions driven self-starter with a growth mindset
• Demonstrated ability to make effective use of resources available to complete tasks to agreed deadlines
• Comprehensive knowledge of the travel industry and products in the market including different aircraft types and cabins
• Knowledge of Low-Cost Carriers in the market and their different products available
• Fully conversant with various rail, black car, LCC, OTA booking systems
• Ability to build an exceptional rapport with all clients and colleagues
• Entrepreneurial spirit with a passion for innovation, efficiency and continuous improvement