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Vip Travel Experience Agent

TripActions - Sydney, NSW

Source: uWorkin


TripActions is actively hiring and, in response to COVID-19, conducting all interviews and onboarding virtually. Any new or current team members will be temporarily working remotely until it is safe to return to office.

At TripActions, our mission is to power the in-person connections that move people, ideas and businesses forward. We help our travellers focus on being there, not getting there and our Travel Experience team is central to this mission!

As a member of our VIP Travel Experience team, you will be responsible for directly supporting our users in their travel needs. While helping users you will have the opportunity to offer insights to product, design and engineering teams, directly having an impact in how we scale and improve our product offering. As owners of C-suite satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveller or EA - all while providing a market-leading positive experience! The VIP team is not only have a deep level of understanding for global corporate travel but take personal accountability for ensuring each trip occurs as expected with all preferences and amenities included.

VIP Senior Travel Consultants should have experience working in a high-touch, concierge style environment for a minimum of 3-5 years assisting C-Level customers with all of their travel related needs. Tenured experience in executive level domestic and international travel is a must for this position.

What You’ll Do

  • Assist our VIP travellers with best-in-class personalised support, adding value and solving problems with any travel or tech related help they may require, ranging from standard platform queries to last-minute emergency travel situations.
  • Work to, thrive and achieve through KPI’s that both relate to performance and behaviour
  • Assist clients and support team members on any form of correspondence with customers providing travel related support. Examples may include but are not limited to;
  • Initiating new full service reservations
  • Familiarizing yourself with traveler preferences
  • Assistance with the TripActions app
  • Providing the most efficient airline routes to securing optimal seating choices
  • Offering a full range of fare class selections that include the lowest available fares
  • Assist with changes to existing reservations and exchanging tickets
  • Monitoring each leg of the reservation to ensure proper seating, communicating reconfirmation of black car service and phone contacts
  • Pregister hotel securing amenity or upgrades
  • Extensive knowledge and use of GDS (Sabre) and third party technologies
  • Ability to leverage multiple technology solutions in combination to deliver a high quality service experience
  • Regularly and proactively capture customer feedback, with clear analysis and proposed next steps
  • Dedication to customer satisfaction and a willingness to do what it takes to get the job done, acting with tact and diplomacy and demonstrating excellent problem solving skills
  • Act on customer requests including complex and lengthy specifications
  • Provide clients with accurate travel and tech related help for information to assist with any client initiated changes and unexpected situations
  • Ensures optimum customer service capabilities through the effective use of chat, email, phone systems and positive telephone service techniques
  • Understands systems and internal navigation
  • Collects data and feedback from customers to close the loop on potential app and customer issues
  • As part of a 24/7 support team, may be required to work nights/weekends/holidays as needed

  • What You’ll Do
    • Assist our VIP travellers with best-in-class personalised support, adding value and solving problems with any travel or tech related help they may require, ranging from standard platform queries to last-minute emergency travel situations.
    • Work to, thrive and achieve through KPI’s that both relate to performance and behaviour
    • Contribute to you and your team's continual learning and upskilling, constantly improving your travel knowledge and platform knowledge so we set the standard for best-in-class travel agents
    • Build internal relationships across global teams
    • Feedback to our product and engineering team to be part of the solution in our product improvement
    • As part of a 24/7 global support team, you may be required to work nights/weekends/holidays as needed

    What We’re Looking For
    • 3-5 years experience in a customer facing service role specializing in VIP customers
    • Highly accountable for ensuring quality and accuracy of each trip occurs without exception
    • Sabre GDS experience required
    • Proficient in providing travel related support solutions
    • Knowledgeable in geography, including expedient, cost effective and preferred travel routes
    • Strong organizational skills and the ability to multi-task and prioritize in a fast-paced environment (chat/phone/email)
    • Significant travel experience in a customer service role and find satisfaction in providing delight to those experiences
    • Metrics driven as an indicator and motivator of success
    • A skilled communicator, proficient in both verbal and written English/language who enjoys creating personalised verbal and written communication
    • A team player who thrives in collaborating, giving and receiving feedback and lifting others up
    • Curious thinker who loves to keep learning and thrives in a dynamic and ever-changing environment
    • Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce as well as our unique travel customer service platform TravelXen
    • Flexibility to work non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organisation

    About TripActions

    TripActions is the fastest-growing global business travel platform loved by the world's most innovative companies. We are an end-to-end travel platform making business travel as easy and delightful as possible for road warriors. With 97% traveler satisfaction, learn more about why innovative customers across various industries, including Dropbox, Lyft, Sara Lee Frozen Bakery, Stella & Dot and the ACLU trust TripActions to support their business travel at tripactions.com .

    Our Benefits

    We realize benefits are important as they support keeping you at your best at all times. Our benefits are here for you if you get sick or hurt, help you save for now and later, encourage you to take time off work and travel, and provide perks specific to being a TripActions employee both in and out of the office.

    Equal Opportunity

    TripActions is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We prohibit any such discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring.


    TripActions complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. TripActions will reasonably accommodate qualified individuals with a disability in connection with applications for employment as required by law.

    If you need any assistance or accommodations due to a disability, you are welcome to email us at [email protected] .

    Candidate Privacy Notice

    Please review TripActions' Candidate Privacy Notice here .