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Travel Associate/Travel Consultant

Location: Bogota (USA)

Department: IGTBG-Operations

Reports to: Team Leader

Job Purpose

Summarise in one statement why your job exists; and how it contributes to the overall mission/objective of the organisation.

Deliver high standard of customer service for a US based process. This would entail receiving calls from airline customers and handling queries and service disservice customers. The process involves excellent communication skills in English along with ability to work during night.

Organisational chart

Head of Operations → Service Delivery Manager → Asst.  Manager (OPS) → Team Lead, Operations → Travel Expert (Service Director) → Travel Associate/Travel Consultant

Principle Accountabilities

List the expected end results that must be achieved in order to fulfil your job purpose and the activities that help in achieving these results.

Expected End Results

Major Activities

Process Inbound calls relating to customer queries.

Needs to take inbound calls related to customer queries.

Process customer request as per guidelines.

Adherence to process Quality and Compliance Guidelines

Call passenger for various issues and work on application software.

Make outbound calls to customers

Adherence to Staffing/Attendance metrics.

All deliverables related to staffing adherence and Attendance is met.

Major Challenges

Describe the major challenges you face in carrying out your job, and what you do in order to overcome them.

  • Achieve and maintain CSAT scores on month to month basis.
  • Ensure that agent is abreast of all process updates.

Key Decisions

Describe 1 or 2 typical decisions you have to make, in the course of your job.

  • All calls are taken with complete adherence to Quality/Compliance Guidelines.

Skills And Knowledge

State the minimum acceptable proficiency for this job.  Do not state incumbent -specific information

Educational Qualifications

  • College Degree / 2yr Vocational  graduates or Completed at least 2-yrs in college

Relevant Experience

  • Preferably with at least 1 year experience in an inbound Voice Customer Service / Relations process in a BPO.
  • Preferably a Certification from IATA/ travel institute and with knowledge of an airline GDS/ CRS preferred.
  • Should be proficient in MS Office
  • Open to work on different schedules and assignments

Functional Competencies

  • Ability to learn and apply procedures
  • Adaptability
  • Communication / Customer Service
  • Stress Tolerance
  • Work Commitment / Motivation
  • Problem Solving Ability
  • Analytical and Methodical Abilities

Behavioral Competencies

  • Achieving Result
  • Serve and  Delight your customers
  • Collaborate and Partner with Others

Knowledge, Skills, Other Abilities

  • Knowledge of process/soft skill training
  • Good team player 
  • Experience in International BPO preferred 
  • Experience in the travel domain preferred
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds
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