IC Support Specialist

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 proactiveattitude
• Knowledge of Teams/Sales force/One Note/Excel preferable not essential