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

About the Opportunity
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 shift including overnight, weekends and public holidays.
Responsibilities:

• Follow FCM Sales Process and deliver service within agreed SLA.
• Listen to, and interpret customers’ requirements correctly; give options while considering directness of routing, cost, airline preferences and client travel policy.
• 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).
• Action bookings, including invoices accurately and within agreed time frame (As per client SLA & company policy)
• Ensure quotes, itineraries, and travel documents are professionally presented, thoroughly checked, delivered on time and error free.
• Ensure clients are serviced correctly and professionally according to Operational Excellence standards.
• Communicate to customers, colleagues and suppliers in a clear, professional and easy to understand manner – both verbally and in writing.
• Handle service issues & complaints in a courteous, timely, solution focused and professional manner.
• Ensure clients’ travel policy is accurately applied to all reservations on the Global Distribution System called Amadeus.
• Able to interpret various airlines fare rules and understand the restrictions around the various class of airline tickets.
• Ensure all reservation data and back office data is recorded accurately.

Key Competencies & Job Requirements:

• Ability to work on rotating shift including overnight, weekends and public holidays
• Strong experience in Global Distribution System with Amadeus experience preferred
• Strong knowledge of all the airlines fare rules and able to interpret and translate in simple terms for clients
• Ability to issue tickets including processing re-issuances, changes, cancellation and refunds
• Ability to construct complex travel itineraries that is costs efficient in accordance with clienteles travel policy
• Strong ability to listen and communicate in English both verbally and in
• Able to produce clear, well written business emails
• Able to demonstrate basic mathematic skills
• Motivated to achieve customer satisfaction and able to handle difficult situations involving customers
• Thorough knowledge of the travel industry and associated products, services and travel consultant processes
• Highly organised. Able to set goals/plans with the drive to achieve them
• Ability to work efficiently and accurately in a fast-paced environment

Interested? Apply today to explore this amazing opportunity!

#LI-WH1#FCMAS#LI-Onsite

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