At a Glance
- Tasks: Support luxury travel advisors with ticketing, bookings, and system navigation.
- Company: Join Internova Travel Group, a leader in luxury travel services.
- Benefits: Competitive salary, potential bonuses, and a supportive work environment.
- Other info: Flexible working hours with opportunities for professional growth.
- Why this job: Be part of a dynamic team enhancing travel experiences for clients worldwide.
- Qualifications: 5+ years in travel, strong communication skills, and proficiency in booking systems.
The predicted salary is between 27000 - 33000 £ per year.
Overview
Global Travel Collection (GTC), part of Internova Travel Group, is the most influential collection of international luxury travel advisors.
More than 1,700 GTC advisors are industry leaders in providing premium travel services to leisure travelers, corporate executives and the entertainment industry.
GTC’s combined global reach and leverage translate into value, recognition and preferential treatment for its world traveler clients.
Responsibilities
- Manage requests submitted to all Operations desks via Salesforce within SLA
- Attend weekly onboarding sessions and support new Advisors with setup requests.
- Provide support with requests related to issuing, reissuing and refunding complex tickets
- Record and elevate all complaints and positive feedback to your Line Manager
- Assist Advisors in navigating systems including Atriis, Concur, Roomservice, Dolphin, and Apexx.
- Support the Operations Manager with Duty of Care responsibilities and Crisis reports
- Assisting Advisors with ADM’s and escalation for resolution in the event of disputes
- Deliver ad hoc training sessions to enhance Advisors process knowledge and efficiency
- Handle incoming calls and direct them to the appropriate department or channel
- Monitor the UK Hotel and Staff travel inbox to ensure all emails are actioned
- Support Advisors in navigating the UK/USA intranet (Share Point)
- Assist with the processing and coordination of group bookings
- Create credentials for aggregators such as Booking. com / Airlines Group portals
- Support Advisors with NDC requests by guiding them through the GDS booking process across Sabre, Travelport and Amadeus
- Conduct quality checks on Advisor bookings to reduce errors and minimise ADMs
- Participate in monthly team meetings to review performance and updates.
- Identify training needs for the Advisors and report them to the Line Manager
- Provide feedback to the Line Manager to support team development and improvement.
- Assist USA Advisors with the ad hoc bookings required to be created in the UK
Qualifications
- Full Time, Fixed Friday – Tuesday schedule ( 37.5 hours ). With varied working hours 12:00pm - 20:30pm weekdays and Sat/Sun 10:30am - 19:00pm
- Minimum of 5 years’ experience in business and/or leisure travel
- Advanced proficiency in Sabre, Galileo, and Amadeus to a training standard, with strong fares and ticketing knowledge (published / net fares / NDC)
- Strong knowledge of British and European rail systems, including Evolvi, Voyages SNCF and Trainline.
- Solid understanding of group booking processes
- Experience of using Atriis and Concur
- Strong overall knowledge of travel products and services
- Ability to perform effectively in a fast-paced, high-pressure environment while meeting company SLA
- Exceptional communication & customer service skills
- Strong command of the English language, both written and verbal
- Good understanding of the leisure Tour Operator fares
- Strong team player with the ability to communicate effectively across all departments and levels
- Maintains a positive, proactive, and professional attitude.
- Familiarity with Microsoft Teams, Salesforce and Excel is desirable but not essential.
- Pay And Benefits
The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas.
Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay.
The salary range posted represents the pay range for U.
S. candidates.
If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.
This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.
Internova Travel Group is an Equal Opportunity Employer.
We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.
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IC Support Specialist in London employer: Global Travel Collection
At Global Travel Collection, part of Internova Travel Group, we pride ourselves on being an exceptional employer that values our employees' growth and well-being. Our supportive work culture fosters collaboration and innovation, providing ample opportunities for professional development in the luxury travel sector. With a commitment to diversity and inclusion, we offer competitive benefits and a dynamic environment where your contributions are recognised and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land IC Support Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Global Travel Collection. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Global Travel Collection before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace IC Support Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Global Travel Collection:Your cover letter is your chance to shine! Tell us why you want to work at Global Travel Collection specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Global Travel Collection!
How to prepare for a job interview at Global Travel Collection
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
