Senior Business Travel Consultant - London - Hybrid

The Navan Global Operations and Service organization is seeking a Senior Business Travel Consultant to join our growing team. This role provides Best-in-Class Service that has an immediate positive impact on our customers’ experience.
What is your role’s missions: As a valued member of our quickly growing Travel Experience team, you will be responsible for directly supporting our Netflix travelers' needs. As owner of customer satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveler - all while providing Excellence in Service to our clients. As the front line of our business, you will have a unique opportunity to provide regular feedback to our product, design, and engineering teams as they work towards continually improving our customer-facing and internal platforms. This is an exciting role where you will have a direct impact on our day-to-day operations, traveler experience, and product development! 

What You’ll Do:

• Assist our Netflix travelers with best-in-class personalized support for their pre, in and post travel requests (complex and non-complex requests, online and offline reservations) through multiple contact channels: call, chat and email.
• Create, manage, modify (including pricing and ticketing when applicable) flight, train, car, ferry, and hotel bookings according to the needs of  our customers including (national, international, multicity, etc.).
• Provide accurate information, relevant solutions and recommendations to our travelers ensuring compliance with our customers' travel policies and Navan internal processes.
• Follow our internal processes and guidelines to ensure you meet both our customers’ satisfaction and Company compliance, maintaining excellence of service. 
• Own your performance by going above and beyond Navan’s expectations in meeting your individual, your Team and our Company objectives.
• Operate in a multi-channel service environment and meet individual performance metrics in support of the organization and company business objectives. Your performance will be compared against our existing key performance indicators (kpis), such as and amongst others, customer satisfaction (CSAT), quality results, errors, productivity (e.g AHT, number of interactions handled etc.) and behaviors (e.g presenteeism etc).
• Respond to customers within SLA expectations and requirements.
• Comply with all legal requirements, schedule adherence, attendance policy, mandatory training, internal and performance guidelines provided by your leadership (disciplinary measures incl. If applicable).
• Follow company and customer travel and expense procedures and policies in addition to global compliance procedures.  
• Share proactively best practices and help your team members whenever you identify the need to.
• Provide regular feedback to stakeholders on the progress of goals and performance of key operating processes.
• Participate in team meetings, round tables and focus group sessions to stay up to date with new product launches, supplier updates, and industry changes.
• Build upon your travel industry knowledge to continue to set the standard for best-in-class travel support. 
• Maintain extensive supplier, destination and system knowledge. 
• Express positive intent, enthusiasm, open & honest communication and professionalism within the organization and always act in accordance with company ethics, values and guidelines.

What we’re Looking For:

• 3 to 5+ proven years of experience in TMC / Leisure Travel / (Sr) Business Travel Consultant Role covering all supplier products i.e air, rail, car, ferry and hotel - Mandatory
• 3 to 5+ proven years of GDS experience (Sabre, Amadeus, Galileo) - Expert level required - Mandatory
  • Detailed and strong understanding of fares and ticketing rules for air, rail, ferry, car and hotel reservations (national, international, multi cities and multi-destinations)
  • Airfares pricing (national, international, multi cities and multi-destinations)
  • Managing air, rail, ferry, hotel, car reservations and pricing (national, international, multi cities and multi-destinations)
  • Calculation and processing of exchanges and cancellations for all products (air, rail, ferry, car and hotel)
• IATA accreditation (WWAFT/WAII/BA2)
• Customer Service experience within a contact center or customer-facing role.
• Customer-Centric:  The customer is at the forefront of everything we do - you must live and breathe customer service and promote high customer engagement and excellence of Service through all interactions.
• Solid understanding of travel trends and industry best practices.
• Ability to multitask with a desire to resolve urgent matters as quickly and efficiently as possible with full autonomy.
• An empathetic disposition with the ability to maintain a professional attitude at all times
• An independent thinker, attentive to details, solution-focused, who can use available resources to troubleshoot issues and resolve customer inquiries
• A skilled communicator with a fluent verbal and written English level
• Open to feedback, to integrate it and to act upon it
• Ability to work independently, and positively influence your peers and Team members.
• Ability to work in a high performing and demanding international environment.
• High adaptability and ability to work under high pressure and constant changes
• Ability to travel for work in locations where we have Navan and Netflix offices or Netflix and Navan events (training, Team events etc)
• Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, HelpScout, etc)
• Tech Savvy - not an expert but will be confident in navigating through multiple tools such as Gmail, Zendesk, Slack, Salesforce, GDSs as well as our internal travel customer service platform.
• Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organization