Job Description

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