Business Travel Consultant

About the role

You will own the end-to-end travel experience for our users by acting as the primary point of contact when issues arise. Your daily work will involve taking full responsibility for resolving complex problems and ensuring traveler satisfaction through every interaction. You will communicate effectively across chat, calls, and emails while collaborating closely with internal teams to remove obstacles for travelers. This role requires you to provide real-time feedback to product, design, and engineering teams based on what you observe on the frontline. By doing so, you will directly influence daily operations, the quality of traveler experiences, and the evolution of our customer-facing and internal platforms. This position is designed for someone who thrives on ownership, enjoys fast-paced environments, and wants to see the direct impact of their work. You will be an integral part of a fast-growing Travel Experience team that is central to our mission of making travel seamless and empowering.

Key facts

What you'll do

Provide top-tier travel support via chat, calls, and emails while maintaining a consistently high standard of service.

Maintain up-to-date knowledge on suppliers, destinations, and systems to ensure accuracy and efficiency in every interaction.

Quickly assess customer needs, urgency, and preferences to tailor responses and solutions appropriately.

Accurately handle hotel, flight, car, and rail bookings from initiation to completion, verifying details and confirming outcomes.

Guide customers in self-service options on the Navan platform and app, helping them build confidence in managing their own travel.

Respond promptly to inquiries, meeting SLA expectations and balancing workload with quality under pressure.

Follow company and customer policies rigorously, ensuring global compliance and adherence to regulatory requirements.

Give structured feedback to stakeholders on goal progress, bottlenecks, and key processes to drive continuous improvement.

Participate actively in team meetings covering products, suppliers, and industry updates to stay aligned with strategic goals.

Stay current on travel industry best practices, emerging trends, and new tools that can enhance the traveler experience.

Maintain perfect attendance, complete all assigned training modules, and consistently meet or exceed performance metrics.

Utilize tools such as Gmail, Zendesk, Slack, and Salesforce effectively to manage workflows and document interactions.

Adapt to rotating shifts that span Monday to Sunday, with availability between 7 AM and 11 PM to cover demand peaks.

Demonstrate empathy and professionalism in all written and verbal communication, representing Navan with integrity.

Requirements

You must possess a minimum of 5 years of hands-on experience as a Travel Consultant, with a proven track record in air, rail, and hotel bookings.

You must have at least 3 years of direct experience working with Global Distribution Systems such as Sabre, Amadeus, or Galileo, as both are mandatory for this role.

You must be fluent in both English and Italian, as these languages are essential for performing core responsibilities.

You must have a background in contact center or customer-facing roles that demonstrate a history of strong service delivery.

You must be comfortable using common productivity and support tools including Gmail, Zendesk, Slack, and Salesforce in a professional setting.

You must be able to work flexible hours, including rotating shifts, to cover business needs across different time zones.

You must possess strong multitasking abilities, enabling you to resolve urgent matters quickly while maintaining accuracy.

You must work independently to troubleshoot issues, showing initiative and sound judgment without constant supervision.

You must have an empathetic, professional attitude and excellent verbal and written communication skills at all times.

You must be able to maintain focus and deliver consistent results in a fast-paced, high-volume environment.

You must respect company policies and ensure that every interaction adheres to global compliance standards.

You must be willing to relocate to Portugal or already reside there, as this is a non-negotiable requirement for the position.

You must submit your entire application in English, regardless of your native language, to ensure clear communication.

Nice to have

There are no preferred qualifications, skills, or experiences listed beyond the mandatory requirements; the selection will be based solely on the criteria outlined in the Requirements section.

Practical notes

The engagement is not specified in the source material, so exact hours or contract duration are not provided.

Candidates must reside in Portugal or be willing to relocate to be considered for this role.

All applications and communications must be conducted in English.

The role may involve rotating shifts that include days, evenings, and weekends, with availability required between 7 AM and 11 PM.

No additional benefits, compensation details, or visa sponsorship information is provided in the source material.