Senior Business Travel Consultant

About the role

The owns the end-to-end experience of strategic business travelers, ensuring their journeys are seamless and satisfying from booking to completion. This role requires a hands-on expert who leverages deep GDS knowledge to manage complex travel arrangements autonomously and efficiently. You will act as a trusted advisor to B2B clients, resolving issues proactively and maintaining relationships at a 7-Star satisfaction standard. The position demands strong problem-solving abilities and a genuine passion for delivering exceptional customer service in a fast-paced environment. You will mentor junior staff, contribute to team success, and directly impact customer retention and Perk's growth as a market leader in travel management.

Key facts

What you'll do

• Provide first-class, 7-star service to business travelers, managing intricate bookings, amendments, and cancellations with precision and speed.
• Arrange comprehensive travel solutions for Perk's key North American clients, including complex flights, car rentals, and hotel configurations across diverse time zones.
• Operate with significant independence, using initiative to interpret client needs and resolve intricate issues without requiring constant supervision.
• Serve as the primary communication link for clients through live chat, telephone, and email, maintaining a consistently professional, friendly, and accurate demeanor.
• Execute advanced travel reservations and modifications for high-profile customers, placing priority on accuracy, compliance, and outstanding service levels.
• Proactively cultivate and expand client relationships, offering strategic support throughout the entire travel cycle from initial booking to post-trip follow-up.
• Analyze and present tailored travel options and suggestions that align precisely with client requirements, budget constraints, and policy guidelines.
• Guarantee adherence to all service level agreements while actively monitoring and optimizing performance within global distribution system queues.
• Mentor and develop junior consultants, providing detailed guidance, answering queries, and quality-checking their work to uphold team standards.
• Collaborate closely with Team Leaders and cross-functional colleagues to drive continuous improvements in service quality and team efficiency.
• Utilize deep expertise in fare rules and ticketing to deliver cost-effective solutions that meet complex corporate travel needs.
• Act as a subject matter expert, transferring knowledge to support team members and enhancing the overall capability of the Customer Care unit.
• Identify and escalate potential process improvements that enhance client satisfaction and streamline operational workflows.
• Maintain meticulous attention to detail to ensure all documentation and transaction records are accurate and timely.
• Demonstrate resilience and adaptability when managing high-volume periods and urgent client requests without compromising service quality.

Requirements

• Possess expert knowledge of Amadeus, Sabre, or similar Global Distribution Systems, including the ability to reissue tickets both manually and through automated processes.
• Demonstrate advanced proficiency in air fare construction, ticketing rules, and complex booking scenarios across multiple fare families.
• Exhibit fluency in English, with strong written and verbal communication skills that ensure clarity and professionalism in all interactions.
• Show a deep understanding of North American business travel culture, corporate expectations, and the nuances of client service standards.
• Bring previous experience in a Business Travel Consultant or similar high-volume customer care role within the travel industry.
• Display exceptional organizational abilities, managing multiple priorities and tight deadlines while maintaining accuracy under pressure.
• Maintain a polished telephone presence, showing confidence and professionalism when engaging with clients and external suppliers.
• Exhibit a proactive mindset, taking initiative to resolve customer queries, complaints, and unforeseen issues independently.
• Embrace flexibility, showing willingness to perform a wide range of tasks and support the team according to evolving business needs.
• Uphold a consistently professional and positive attitude in all interactions with customers, suppliers, and internal stakeholders.
• Motivate and encourage colleagues, fostering a collaborative team environment with a strong focus on collective well-being and performance.
• Adhere to Perk's core values, demonstrating ownership, accountability, and a commitment to delivering a 7-Star experience.
• Apply curiosity and a fast-learning mindset to quickly master new tools, processes, and client requirements.
• Align with the company mission of eliminating shadow work and using technology to drive real impact for millions of users.

Nice to have

• Familiarity with Perk's technology stack and travel management ecosystem.
• Experience supporting B2B clients in a high-touch, strategic account management capacity.

Practical notes

This is a full-time position based in Chicago. The role requires flexibility to align with global team hours and may involve after-hours support for critical clients. Travel requirements are not applicable to this position. Candidates must be authorized to work in the United States without sponsorship. Perk is an equal opportunity employer.