Business Travel Consultant II

Navan; India; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Hospitality discounts

Job summary

Navan is seeking an experienced travel support specialist to help travelers with bookings and inquiries across air, rail and hotel products. You will leverage GDS systems and Navan’s support tools to deliver fast, accurate assistance across chat, phone, and email channels.

The ideal candidate has 4+ years in a TMC/BT consultancy role, 2+ years GDS experience, and IATA accreditation. Flexibility to work varied shifts and a passion for travel are valued assets.

Qualifications

• 4+ years of experience in TMC/BT consultant role covering air, rail and hotel.
• 2+ years of GDS experience (Sabre, Amadeus, Galileo) to intermediate level.
• IATA accreditation (WWAFT/WAII/BA2).
• Customer service experience within a contact center or customer-facing role.
• Tech savv y – Gmail, Zendesk, Slack and Salesforce familiarity.
• Willingness to work non-traditional shifts (early mornings, late evenings and weekends).
• Ability to multitask and resolve urgent matters quickly and efficiently.
• Empathetic, professional attitude; independent thinker.
• Strong verbal and written communication skills.
• Team player with collaborative mindset.
• Interest in travel and basic world geography.

Responsibilities

• Assist travellers with best-in-class travel support via chat, call and email.
• Maintain extensive supplier, destination and system knowledge.
• Analyze customer needs and urgency to provide solutions.
• Provide booking information for hotels, flights, cars and rail as required.
• Support users with self-service on Navan platform and app.
• Respond to customers within SLA expectations.
• Follow travel and expense procedures and global compliance.
• Provide feedback to stakeholders on process performance.
• Participate in team meetings on product launches and updates.
• Grow travel industry knowledge to improve support standards.
• Adhere to attendance and complete required training.

Skills

GDS experience

Customer service

Communication

Teamwork

Multitasking

Empathy

Independent thinking

Travel interest

Flexibility

Tech-savvy

Education

IATA accreditation

Tools

Gmail

Zendesk

Slack

Salesforce

Job description

Job Description:

At Navan, our mission is to power the in-person connections that move people, ideas and businesses forward. We help our travelers focus on being there, not getting there and our Global Operations and Service team is central to this mission!

As a member of our quickly growing Global Operations and Service team, you will be responsible for directly supporting our users’ travel needs. As owners of customer satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveler – all while providing a best-in-class customer experience. As the front line of our business, you will have a unique opportunity to provide regular feedback to our product, design and engineering teams as they work towards continually improving our customer facing and internal platforms. This is an exciting role where you will have a direct impact on our day to day operations, traveler experience and product development!

What You’ll Do:

• Assist our travellers with best-in-class travel support through multiple contact channels: chat, call and email.
• Maintain extensive supplier, destination and system knowledge.
• Make quick and accurate analyses of customer needs, persona and level of urgency.
• Provide accurate information for hotel, flight, car and rail bookings, as required
• Support users with self‑service of the Navan platform and app where possible.
• Respond to customers within SLA expectations and requirements.
• Follow company and customer travel and expense procedures and policies in addition to global compliance procedures.
• Provide regular feedback to stakeholders on the progress of goals and performance of key operating processes.
• Participate in team meetings to stay 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.
• Adhere to attendance policy and complete all assigned training.
• Meet individual performance metrics in support of the organization and company business objectives.

What We’re Looking For:

• 4+ years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel
• 2+ years of GDS experience (Sabre, Amadeus, Galileo) to intermediate level - MANDATORY REQUIREMENT
• IATA accreditation (WWAFT/WAII/BA2)
• Customer Service experience within a contact center or customer facing role.
• Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce as well as our internal travel customer service platform.
• Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organization
• Ability to multitask with a desire to resolve urgent matters as quickly and efficiently as possible.
• An empathetic disposition with the ability to maintain a professional attitude at all times
• An independent thinker who is able to use available resources to troubleshoot issues and resolve customer inquiries.
• A skilled communicator with excellent verbal and written communication
• A team player who thrives in collaborating, giving and receiving feedback and lifting others up
• An interest in travel with a basic understanding of world geography