FCM Asia Hub Travel Consultant

Job no: 523161
Brand: FCM
Work type: Full time
Location: Kuala Lumpur, Malaysia
Categories: Corporate & Group Travel

The purpose of FCM Asia Hub travel consultant is to fulfil travel requests from our corporate customers in a way that adheres to the FCM minimum standards, maximizes FCM’s profit, growth and margin objectives while also delivering a professional standard of service that exceeds the expectations of our clients. The position is customer service oriented and involves working towards achieving a service level agreement and providing world class travel service assistance to our corporate travelers.

The role involves working a 40-hour week in rostered shifts to cover afterhours shifts including overnight, weekends and public holidays.

Responsibilities:

1. Follow FCM Sales Process and deliver service within agreed SLA.
2. Listen to, and interpret customers’ requirements correctly; give options while considering directness of routing, cost, airline preferences and client travel policy.
3. Ability to recommend the best travel and flight route to clients to assist them to get to their destination at the designated time for their business meeting in a fast and efficient manner using the Global Distribution System (GDS).
4. Action bookings, including invoices accurately and within agreed time frame (As per client SLA & company policy).
5. Ensure quotes, itineraries, and travel documents are professionally presented, thoroughly checked, delivered on time and error free.
6. Ensure clients are serviced correctly and professionally according to Operational Excellence standards.
7. Communicate to customers, colleagues and suppliers in a clear, professional and easy to understand manner – both verbally and in writing.
8. Handle service issues & complaints in a courteous, timely, solution focused and professional manner.
9. Ensure clients’ travel policy is accurately applied to all reservations on the Global Distribution System called Amadeus.
10. Able to interpret various airlines fare rules and understand the restrictions around the various class of airline tickets.
11. Ensure all reservation data and back office data is recorded accurately.
12. Ability to work on rotating shifts including overnight, weekends and public holidays.
13. Strong experience in Global Distribution System with Amadeus experience preferred.
14. Strong knowledge of all the airlines fare rules and able to interpret and translate in simple terms for clients.
15. Ability to issue tickets including processing re-issuances, changes, cancellations and refunds.
16. Ability to construct complex travel itineraries that is cost efficient in accordance with clienteles travel policy.
17. Strong ability to listen and communicate in English both verbally and in writing.
18. Able to produce clear, well written business emails.
19. Able to demonstrate basic mathematic skills.
20. Motivated to achieve customer satisfaction and able to handle difficult situations involving customers.
21. Thorough knowledge of the travel industry and associated products, services and travel consultant processes.
22. Highly organised. Able to set goals/plans with the drive to achieve them.
23. Ability to work efficiently and accurately in a fast-paced environment.

Benefits:

• Generous remuneration structure and a highly competitive salary.
• Fun and Energetic culture: At the heart of everything we do at FCM is a desire to have fun and be yourself.
• Work life Balance: We believe in “No Leave = No Life” So have your own travel adventures with paid annual leave.
• Travel perks: You'll have access to plenty of industry discounts to ensure you continue to broaden your horizons.
• A career, not a job: We believe in our people's brightness of future. As a high growth company, you will have the opportunity to advance your career in any direction you choose whether that is locally or globally.
• Enjoy the freedom and flexibility with our Flexible Working Arrangement.
• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.

Interested? Apply today to explore this amazing opportunity!