As a Lead, you will bring your extensive Travel Industry background and valuable experience as a travel consultant to the forefront, empowering your team with your knowledge and expertise. Your profound understanding of the industry, key suppliers, and their products and services, as well as your comprehensive grasp of global geography and local market nuances, will be instrumental in driving exceptional travel experiences for our customers. This will be displayed by being the first line of support for your team. Support will vary from queries to keep travelers moving, assisting agents in keeping calm and in control, supporting or taking over to de-escalating situations.
What You'll Do:
- Provide real-time assistance and/or train Business Travel Agents who:
- Are experiencing difficulties and/or require additional support for customer interactions.
- Require extended platform permissions or role-based access in modifications to existing trips.
- Be the first point of contact in our escalation process (if an agent needs further assistance, be the one to troubleshoot and problem-solve). Escalate further if required.
- Handle escalated situations to resolution and promote customer satisfaction, strengthening their relationship with Navan. Promptly respond to customers with accurate travel and tech-related information while assisting them with various support requests such as (but not limited to) travel changes, software issues, etc.
- Troubleshoot & triage product bugs from both agents & customers.
- Team lead to identify if it’s a bug and needs to be escalated or if there is a workaround, and then submit TE Op/PF tickets.
- Support the resolution of PF tickets as needed.
- Support Travel Agents in applying best practices and standard operating procedures
- Support the manager with team tasks, i.e., coaching and developing agents.
- Communicating with context and honesty (both written & verbal) in alignment with company values with all internal stakeholders
- Follow company and customer travel and expense procedures and policies, along with global compliance procedures.
- Assist in coordinating Team meetings to ensure you stay informed about recent product launches, updates on general Navan business updates, supplier updates, and industry changes.
- Keep up to date with knowledge of the airline industry, GDS, and third-party technologies to set the standard for best-in-class travel support (add examples)
- Commitment to attendance and completion of all relevant assigned training
- Meet individual performance metrics and support the organization and company business objectives
What We're Looking For:
- Ideally, possess a minimum of seven years experience in Travel, with at least two years in a leadership role or similar.
- Proven experience in the Travel Industry and as a travel consultant.
- In-depth knowledge of industry practices, key suppliers, and their products and services.
- Demonstrate advanced proficiency in multiple Global Distribution Systems (GDS), enabling you to handle complex tasks efficiently and precisely.
- Strong grasp of global geography and local market nuances.
- Exceptional communication and interpersonal skills.
- Effective problem-solving skills and a customer-centric approach.
- Adaptability to a fast-paced, 24x7 customer service environment.
- Dedication to promoting a growth mindset and continuous improvement.
