Travel Consultant Emergency Support

Position Overview:

The Travel Consultant – After-Hours/Emergency Support(Sabre & Amadeus is mandatory) is responsible for delivering high-quality travel assistance and customer service to clients across Business, Leisure, Retail, and Kensington Tours divisions. This role serves as the primary point of contact during non-standard business hours, ensuring seamless handling of travel-related inquiries, disruptions, and emergency situations in alignment with organizational policies and service standards.

Key Responsibilities:

• Serve as the first point of contact for all client interactions, ensuring adherence to division-specific policies and procedures
• Provide timely and effective resolution to travel-related issues, maintaining a high standard of customer care
• Execute travel transactions including bookings, ticketing, reissues, and exchanges using Sabre, Amadeus, and internal systems
• Accurately interpret fare rules, airline policies, and regulatory requirements to ensure compliant travel arrangements
• Manage Irregular Operations (IROPs), including schedule changes and disruptions, with efficiency and professionalism
• Maintain detailed and accurate documentation of all customer interactions, including call summaries and follow-up actions
• Provide administrative and operational support, including queue management and quotation preparation
• Collaborate with global Destination Management Companies (DMCs), suppliers, and internal stakeholders to fulfill client requirements
• Ensure compliance with established service levels, productivity benchmarks, and quality standards
• Remain current on industry developments, airline regulations, and company procedures

Qualifications and Experience:

• Minimum of 2 years of relevant experience in leisure or corporate travel, preferably within an after-hours or emergency support function in a call center environment

Technical Competencies:

• Demonstrated proficiency in Global Distribution Systems (GDS), specifically Sabre and Amadeus
• Comprehensive knowledge of ticketing procedures, reissues, exchanges, fare construction, and BSP (Billing and Settlement Plan) processes
• Experience managing commissions for Canadian and United States point-of-sale

Operational Expertise:

• Proven experience handling Irregular Operations (IROPs) and schedule change management
• Working knowledge of corporate travel services, including air, hotel, car, and package bookings, with adherence to client-specific policies.

Core Competencies:

• Exceptional communication and interpersonal skills, with the ability to engage effectively in high-pressure situations
• Strong analytical and decision-making capabilities, including accurate assessment and routing of calls
• Excellent organizational and time management skills with strong attention to detail
• Ability to work independently with minimal supervision, as well as collaboratively within a team environment