FCM Travel Solutions is a leading US business travel management company with substantial growth plans looking for someone who succeeds in a dynamic, fast-paced, high-energy, high-motivation environment. FCM’s division of Online Customer Care (OCC) is looking to hire a corporate online support travel consultant to be part of our Chat Fulfillment Team, which will provide a memorable, intelligent and industry leading chat experience for our customers. The chat team will not only be responsible for assisting and supporting our FCM customers through chats, but they will also offer expertise in our product suite, helping customers navigate FCM Chats extensive features and triaging any technical questions.
The key objectives of this position include:
- To deliver first class customer service to the client
- To provide support service for FCM OBT, FCM MOBILE CHAT and FCM PLATFORM
- To transact all clients, travel requirements, in a timely, accurate, friendly and helpful manner
- Actively develop client relationships
- Ownership of any client feedback and complaints
Successful candidates will need:
- To be open to flexibility at all times;
- A proven track record for success and willingness to take on new challenges;
- An interest in driving the technological advancement of FCM Travel Solutions
- Ability to adapt quickly to evolving needs of the customer, business, and market;
- Provide the first line of technical and travel support for FCM customers by responding to all initial chat conversations within strict SLA;
- A fantastic listener with endless patience and high empathy;
- Impeccable written communication skills and high attention to detail;
- Dexterity to translate complex issues into simple messages;
- Customer Focused and driven to provide an impeccable experience for your client;
- Must have the ability to effectively multi-task and work with multiple platforms;
- Candidates should possess decisive and successful problem-solving skills.
Requirements for this position:
- Must have GDS experience – SABRE
- Must have travel agent experience
- Experience using CONCUR preferred, but not required
- Solid technical skills
- Passion for technology and travel
- Experience in a corporate online support center and/or corporate travel consultant experience
- Candidates should possess decisive and successful problem-solving skills, be detailed oriented and have effective verbal communication skills
Responsibilities:
- Assisting in making professional and accurate business travel arrangements for our corporate accounts including air, car, hotel, and ground transportation reservation
- Following company procedures, account guidelines and customer service standards in the areas of: making travel arrangements, ticketing, Phase IVs, tickets exchanges/changes, CRS/GDS productivity.
- Working as a team member and assisting other agents as needed in completing all functions related to servicing the client.
- Maintaining favorable working relationships with accounts and all other company employees
- Providing solutions to travel related problems clients may have experienced with arrangements.
- Keeping supervisor promptly and fully informed of all matters of significance.
- Maintaining good attendance.
Benefits Include:
- Generous remuneration structure
- Travel perks/discounts.
- Health & Wellness Programs and Employee Financial Wellness Services
- Generous paid-time off policy
- National/International Award Nights and Conferences
- Diversity & Inclusion initiatives
- Benefits including vision, medical, and dental
- Employee Assistance Program
- 401k program with partial match
- Employee Share Plan
- Global career opportunities in a network of brands and businesses
- Ongoing training and professional development
- Fun and flexible work environment
- Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
- Employee giving program
- Annual Charity Trip
- Office Environmental Program
- 1 Volunteer Day per Calendar Year
#LI-REMOTE
Location – Remote, US
This position may be performed remotely anywhere within the United States except the State of Colorado