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- Tasks: Support Travel Advisors with operational requests and ensure smooth daily operations.
- Company: Join a dynamic travel company dedicated to exceptional customer service and support.
- Benefits: Enjoy hybrid working, flexible hours, and opportunities for professional growth.
- Why this job: Be part of a collaborative team that values your input and fosters a positive work culture.
- Qualifications: 5+ years in travel, strong knowledge of Galileo/Amadeus, and excellent communication skills required.
- Other info: Opportunity for training sessions and career advancement within the company.
The predicted salary is between 36000 - 60000 £ per year.
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 a 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.
- Assist 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.
- Assist the Ops Manager with Duty of Care/crisis reports.
- Assist Advisors with ADM’s and escalate for resolution in the event of disputes.
- Provide 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 to in a timely manner.
- Guide the Advisors through the UK/USA intranet – SharePoint.
- Assist Advisors with updating travellers' profiles.
- Provide 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 check Advisors' bookings on requests to minimize errors to reduce ADM’s.
- Attend monthly team meetings.
- Identify 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.
IC Support Specialist employer: Global Travel Collection UK
Contact Detail:
Global Travel Collection UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IC Support Specialist
✨Tip Number 1
Familiarise yourself with the tools and systems mentioned in the job description, such as Atriis, Concur, and Salesforce. Having hands-on experience or knowledge of these platforms will give you an edge during the interview process.
✨Tip Number 2
Highlight your customer service skills by preparing examples of how you've successfully handled challenging situations in previous roles. This will demonstrate your ability to maintain a positive attitude under pressure, which is crucial for this position.
✨Tip Number 3
Network with current or former employees in similar roles to gain insights into the company culture and expectations. This can help you tailor your approach and show that you're genuinely interested in being part of the team.
✨Tip Number 4
Prepare to discuss your experience with group bookings and ticketing processes in detail. Being able to articulate your knowledge of fares and ticketing systems like Galileo or Amadeus will be key in showcasing your suitability for the role.
We think you need these skills to ace IC Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in business and leisure travel, particularly your skills with Galileo, Amadeus, and any other systems mentioned in the job description. Use specific examples to demonstrate your expertise.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the IC Support Specialist role. Mention how your previous experience aligns with the responsibilities listed, such as assisting Advisors and handling operational requests.
Showcase Communication Skills: Since exceptional communication is key for this role, provide examples in your application that demonstrate your ability to communicate effectively with team members and clients, especially in high-pressure situations.
Highlight Training Experience: If you have experience providing training or support to others, be sure to include this in your application. Mention any specific training sessions you've conducted and how they improved processes or efficiency.
How to prepare for a job interview at Global Travel Collection UK
✨Showcase Your Travel Knowledge
Make sure to highlight your experience in business and leisure travel during the interview. Be prepared to discuss specific scenarios where your knowledge of fares, ticketing, and booking processes made a difference in your previous roles.
✨Demonstrate Communication Skills
Since the role requires exceptional communication and customer service skills, practice articulating your thoughts clearly. Use examples from your past experiences where you effectively resolved issues or assisted clients.
✨Familiarise Yourself with Relevant Tools
Brush up on your knowledge of tools like Galileo, Amadeus, and Atriis. If you have experience with Sales Force or Excel, be ready to discuss how you've used these tools to improve efficiency in your work.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle high-pressure situations. Think of examples where you successfully managed multiple requests or resolved conflicts, and be ready to explain your thought process and actions taken.
