This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Travel Consultant, ERM based in India.
This is an exciting opportunity for an experienced travel professional to deliver high-quality travel consultation and operational support within a global, multi-regional environment. As a Senior Travel Consultant specializing in ERM, you will manage complex travel requests, coordinate crew movements and rotations, and help customers navigate travel challenges efficiently. Acting as a primary point of contact, you will provide personalized assistance, anticipate potential disruptions, and recommend relevant travel solutions. You will also contribute to service quality, operational improvements, and customer relationship development. Beyond handling your own responsibilities, you will support colleagues by sharing expertise, providing guidance, and coaching team members when required. This role is ideal for someone who thrives in a fast-paced, 24/7 service environment and enjoys combining customer care with operational excellence.
Accountabilities
-
Manage incoming customer requests through multiple channels, including phone and email, ensuring accurate, timely, and efficient responses.
-
Serve as a primary point of contact for business customers, providing proactive travel consultation, relevant travel information, and opportunities to upsell related services.
-
Coordinate crew movements, rotations, and travel arrangements while managing disruptions and resolving unexpected challenges.
-
Use relevant travel tools and systems, including GDS platforms, to process requests and deliver effective travel solutions.
-
Anticipate customer needs and potential travel issues, offering appropriate assistance and maintaining a high standard of service.
-
Identify opportunities to improve operational processes and customer relationships, and recommend practical enhancements.
-
Support quality management activities, including error management, and participate in operational projects as assigned.
-
Provide day-to-day guidance to team members by answering questions and clarifying policies and procedures.
-
Assist with coaching travel consultants when the team lead is unavailable and contribute to a collaborative team environment.
-
Work toward individual and team performance objectives while maintaining accuracy and service quality.
-
More than 5 years of proven experience in ERM, marine, offshore, or crew travel environments.
-
Hands-on expertise in managing crew movements, rotations, and travel disruptions.
-
Advanced working knowledge of the Amadeus GDS platform.
-
Strong understanding of the travel industry, including relevant policies, procedures, and operational processes.
-
Excellent attention to detail and the ability to maintain accuracy while working under pressure.
-
Experience operating in a fast-paced, 24/7 service environment.
-
Ability to collaborate effectively with colleagues and stakeholders across global, multi-regional operations.
-
Strong verbal and written communication skills in English.
-
Excellent customer service and problem-resolution capabilities, with a professional and customer-focused approach.
-
Ability to manage multiple priorities independently while remaining responsive and organized.
-
Initiative, adaptability, and a willingness to support colleagues through knowledge sharing and coaching.
-
Flexible working hours and work-from-home or remote work opportunities.
-
Opportunity to work remotely from anywhere for up to 60 days per year.
-
Generous vacation days to support rest and work-life balance.
-
Opportunities for professional development, skill enhancement, and career growth.
-
Exposure to innovative travel technology and the opportunity to contribute to the future of business travel.
-
Compensation package designed to support mental, physical, and financial well-being.
-
Travel industry professional perks and discounts.
-
Inclusive working environment that values diversity and different perspectives.