Business Travel Consultant

About the role

In this position, you will own the complete lifecycle of traveler inquiries from initial contact through to final resolution. You will ensure satisfaction at every step of the interaction while maintaining the highest standards of service. Your daily decisions and actions will directly influence the evolution of our products and internal platforms. This role is integral to the reliability and quality of our travel support services. You will act as a trusted advisor to travelers, providing clear and accurate information that enhances their experience. Your work will uphold the integrity of our corporate guidelines and customer policies. Ultimately, you will be a key driver in delivering exceptional support that meets and exceeds expectations.

Key facts

What you'll do

• Resolve traveler issues across chat, voice calls, and electronic mail with speed and precision.
• Maintain comprehensive and up-to-date knowledge of suppliers, destinations, and platform updates.
• Analyze customer requirements, urgency levels, and personal preferences to recommend suitable solutions.
• Coordinate reservations for hotels, flights, vehicles, and rail services while strictly adhering to global regulations.
• Guide travelers in effectively using self-service functions within the Navan digital ecosystem.
• Uphold corporate guidelines and customer policies to guarantee consistent and high-quality service.
• Provide stakeholders with clear summaries regarding case progress and operational outcomes.
• Relay actionable insights from direct customer interactions to product and engineering departments.
• Participate actively in team discussions regarding industry trends, product features, and supplier performance.
• Monitor your own attendance meticulously and complete mandatory training to meet performance standards.
• Manage complex booking scenarios with attention to detail and accuracy.
• Serve as the primary contact for travelers, handling a diverse range of requests with professionalism.
• Ensure all documentation and communication records are maintained accurately and securely.
• Collaborate with cross-functional teams to improve support processes and customer satisfaction.
• Adapt to changing priorities and manage multiple tasks efficiently in a dynamic environment.

Requirements

Success in this position demands significant prior experience and specific technical abilities that form the foundation of your eligibility. You must hold a minimum of five years of experience as a travel consultant, with demonstrated expertise in air, rail, and hotel reservations. Possess verified experience of three or more years using Global Distribution Systems, specifically Sabre, Amadeus, or Galileo, in a professional capacity. Demonstrate fluency in both English and German in all professional contexts, including speaking, writing, and reading. Have a background in contact center environments or other customer-facing positions that involve high-volume interactions. Be proficient with common digital tools including Gmail, Zendesk, Slack, and Salesforce, and able to learn new systems quickly. Show willingness to adapt to rotating work schedules, including days spanning from Monday through Sunday, as required by operational needs. Exhibit strong multitasking capabilities and the ability to work autonomously under pressure without compromising accuracy. Communicate with empathy, professionalism, and precision in both speech and writing to ensure clarity and understanding. Maintain a strong commitment to compliance with all corporate policies and regulatory requirements in every interaction.

Nice to have

There are no preferred items listed in the source for this role beyond the core requirements.

Practical notes

The position is based remotely from Portugal, requiring residence in the country or willingness to relocate. All submissions must be in English. Navan utilizes an AI-assisted tool to support initial resume screening, which aids in matching qualifications but does not make final decisions. Human recruiters review all applications thoroughly before making any hiring choices. If you wish for your application to be reviewed without AI assistance, you can opt for a human-led evaluation by submitting a request via the designated portal. This choice will not affect the fairness of your assessment. All applicants are encouraged to review the official Candidate Privacy Notice for details on data handling. There are no specified hours, travel, visa, or application deadlines stated in the source.