Title: FCM - Emergency Corporate Travel Consultant (After-Hours/Weekends) - Remote, USA Location: Virtual - USA Job no: 530869 Brand: FCM Work type: Full time Location: Virtual - USA Categories: Sales and Customer Service Emergency Corporate Travel Consultant (After Hours/Weekends) FCM takes a holistic approach to corporate travel, specializing in managing national and global travel programs for medium and large businesses. Ranked as one of the world’s top five travel management companies, it has a business network in over 97 countries and global headquarters in London, Brisbane, Singapore and New York. Backed by the global strength of Flight Centre Travel Group (FCTG), FCM combines local expertise and global experience to provide clients with a truly bespoke experience. About the Opportunity We're seeking an experienced Corporate Travel Consultant who can handle urgent travel requests, provide timely assistance, and ensure our clients' needs are met, no matter the time of day, to be an integral part of our Emergency Customer Care (ECC) team. As one of our Emergency Corporate Travel Consultants, you will be providing exceptional service and ensuring smooth travel experiences for corporate clients including air, hotel, and ground transportation reservations via Sabre GDS during after-hours and unforeseen situations. We believe in investing in our team members from day one, and that's why we offer an exclusive three-week (paid) training program that will boost your knowledge, train you on contract airfares and sharpen your Sabre skills. **Please note that this is a remote after-hours position that requires working overnights, weekends, and holidays** This position requires flexible hours and shift availability as determined by business need and client call volume. Key Responsibilities - Coordinate air, hotel, car, and ground transportation bookings for domestic and international travel often with urgent timelines - Demonstrating the ability to work efficiently and multitask while maintaining a professional and positive rapport with clients. - Ensuring compliance with service level agreements to deliver timely and efficient travel assistance. - Expertly managing rerouting and exchange processes, ensuring minimal disruption to travel plans. - Keeping clients informed about all necessary travel documents and health requirements for their destinations. - Proficiently handling ticketing, Phase IVs, and exchanges/changes involving complex international fares. - Executing all responsibilities within company guidelines for customer service, documentation of PNRS (Passenger Name Records) and profiles, ticketing, invoicing, and maintaining accuracy throughout. - Staying fully informed about airline rules, regulations, tariffs, and fare requirements and applying this knowledge accurately to all travel arrangements - Engaging in ongoing communication within the team through provided channels to collaborate effectively and deliver cohesive travel solutions. - Keeping Travel Managers and Team Leaders up to date with travel-related information, ensuring a united, consistent, and professional approach to client account management. - Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive Experience & Qualifications - 4+ years of recent, prior experience in corporate travel management, understanding the unique needs and challenges of business travelers. - In-depth familiarity with Sabre GDS (Global Distribution System) for fare calculations, itinerary management, and ticket issuance. - A comprehensive understanding of global geography and international travel destinations to offer accurate advice and create optimal itineraries. - Previous exposure to quality control processes to ensure the accuracy and compliance of travel bookings. - Proficiency in ticketing procedures and scripting, along with the ability to handle complex itinerary changes and exchanges for both international and domestic travel. - Proven ability to navigate and manipulate complex itineraries, international fares, and Passenger Name Records (PNRs) to meet client requirements. - The ability to maintain a high level of attention to detail and accuracy, even in fast-paced and high-pressure situations. - Proficiency in handling multiple urgent tasks simultaneously while maintaining efficiency and quality in each interaction. - A natural inclination to respond promptly to emergency travel requests and prioritize time-sensitive issues. - Excellent communication skills to keep clients informed and reassured throughout the travel process. - A deep commitment to delivering exceptional customer service with a focus on client satisfaction. - A polished and professional demeanor when interacting with clients and colleagues. - The ability to understand and empathize with clients' travel challenges and concerns. - Comfortable and proficient in using travel booking systems and various communication tools. - The capacity to make quick and effective decisions to resolve travel-related issues promptly. - A proactive approach to addressing challenges and finding creative solutions. - The self-assurance to handle high-stress situations and provide expert guidance to clients. - Reliable, high-speed internet connectivity required to support core job responsibilities, including but not limited to video conferencing, access to company systems, and secure handling of company data. Work Perks! - What’s in it for you: FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm. - Have fun: At the heart of everything we do at Flight Centre is a desire to have fun. - Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it! - Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out. - 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. - Personal connections: We are a big business founded on personal relationships. - Diversity, Equity & Inclusion: Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols. - A career, not a job: We offer genuine opportunities for people to grow and evolve - We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development. - Giving Back: Our Corporate Social Responsibility program supports nominated charities through volunteering and fundraising, complemented by our Office Environmental Program, LEED® Gold-certified office spaces, and 1 paid Volunteer Day per calendar year. Benefits Include: - Paid Time Off: A comprehensive time off package, including up to 15 vacation days (prorated upon hire and increasing to 20 days after 2 years of employment), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 8 recognized holidays annually. - Travel perks/discounts - Health & Wellness Programs and Employee Financial Wellness Services - National/International Award Nights and Conferences - Health benefits including, medical, dental, vision, gender affirming care, and fertility care - Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability - Flexible Spending Accounts - Employee Assistance Program - 401k program with partial match - Tuition Reimbursement Program - Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions - Global career opportunities in a network of brands and businesses *Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state. #LI-SC1#FCM#LI-Remote Location – Remote, USA