Travel Counselor

travelhrportal; Bengaluru; On-site; INR 480,000 - 720,000; Full time

Job summary

Amex GBT is seeking a Traveler Counsellor based in Bengaluru to deliver exceptional travel services for corporate clients. You will handle air, rail, hotel and car bookings, provide consultative advice, and ensure policy compliance while maximizing supplier revenue.

You will operate in a high-touch, fast-paced environment, coordinating across multiple channels to maintain service excellence and achieve KPIs. Join a collaborative team that values initiative and professional integrity.

Qualifications

• Detailed understanding of fares and ticketing rules for air, rail, hotel.
• Experience in high-touch, customer-service environments.
• Ability to work across multiple communication channels and maintain accuracy.

Responsibilities

• Operating in a 24x7 team with shifting day/night/weekend schedules.
• Act as Travel Advisor for corporate accounts with flexibility to meet client needs.
• Book domestic and international travel across air, rail, car and hotel using GDS systems.
• Provide consultative advice and upsell hotel or car services within travel policy.
• Ensure compliance with all regulatory requirements and internal policies.

Skills

Communication

Teamwork

Problem solving

Multitasking

Adaptability

Tools

Sabre

Apollo

Galileo

Amadeus

Job description

Amex GBT is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Overview of Role:

The Traveler Counsellor role at GBT is to deliver exceptional travel service experience for our Corporate Business Customers. By working together as a high performing team, our Travel Counsellors provide exceptional traveler care, first call resolution and the highest quality of customer service to GBT corporate clients. It is a high touch service environment, where you will have true accountability for the service relationship and customer experience, by providing creative and timely travel solutions, using available tools and technology as needed, while maximizing supplier revenue.

Key Responsibilities:

• Operating in a 24 hour a day, 7 days a week team, with variable shift opportunities for days, nights and weekends.
• Act as Travel Advisor and Consultant to a single or multiple Corporate Business accounts with the willingness to jump in and flexibility in shifts to meet client needs
• Act as the point of sale on all Domestic & International travel requirements, arranging both routine and complex travel for air, rail, car, and Hotel accommodation, utilizing one or multiple Global Distribution Systems (GDS), Sabre, Apollo, Galileo, Amadeus.
• Provide consultative advice, solutions and recommendations. Additionally, pro-actively selling additional service for our travelers (e.g. Hotel and Car), whilst ensuring adherence to the customers agreed travel policy and requirements
• Complying with all legal standard requirements, which include mandatory training, compliance and sanctions
• Deliver expectations on individual/shared team goals and support all business Key Performance Indicators. Proactively review your metrics to check on and improve performance
• Follow internal compliance and regulatory requirements for all customers and locations supported
• Manage the end-to-end booking process through the ticketing and order fulfillment, either over the telephone, via messaging or via email or back office systems and servicing platforms.
• Operate in a telephony servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics), and driving key partnerships and sale of preferred air and hotel partners
• Operate in a Multi-Channel servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics
• Use positive telephone service techniques; act on special customer requests and maintain excellent client relations
• Meeting the servicing of your nominated account or clients travel requirements, whilst adhering to your nominated call schedule daily, and reporting any variances in the workforce management scheduling tool to your Team Coach
• Coach, develop and mentor more junior Travel Counsellor colleagues in the team as needed
• Express enthusiasm and energy within the organization and always act according to company ethics, values and Compliance guidelines.

Additional Accountabilities

• Working phone, email or chat booking air, rail, hotel and car rental
• Investigates/action Travel Counsellors reservations/PNR for ticketing, quality/accuracy, client escalations or lowest fare (e.g., CSI/CSR, Trailblazer)

Key Qualifications and Attributes:

• Detailed understanding of fares and ticketing rules, for car, air, hotel travel
• Knowledge and experience of: Air, rail, hotel, car booking
• Calculating and Processing exchanges
• High proficiency in one or multiple GDS Sabre, Apollo, Galileo, Amadeus
• Experience working in a high touch service environment where performance is measured
• Experience working in a team
• Background in Business Travel, leisure or airline reservation required
• Passion for Excellence in Client Service
• Excellent Professional Communication - both written and verbal
• Detail-oriented - ability to act with integrity, and deal sensitively with personal and confidential traveler information
• Ability to research and resolve customer service and traveler issues independently and /or with supplier
• Problem Solving, with a process improvement mindset
• Able to work under pressure, with a sense of urgency while maintaining a professional rapport and multi-task, accepting and adapting to change quickly and professionally
• Ability to positively influence team and peers
• Learning agility and ability to act on constructive feedback
• Possess a strong understanding of travel trends and indu