Travel Telephony Support

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GDS Job Description
Job Title:  Travel Telephony Support     # of vacancies: 1    
Function:  Supply Chain Services    Skill Level: n/a    Rank: Associate – 66
Sub Function: Travel, Meetings & Events    Reports to: Supervising Associate
Job Summary:
(Briefly describe the main objectives and purpose of the job. Why does the job exist?  What is it expected to accomplish?)

GDS Supply Chain Services is an established service offering that is setup in collaboration with EY’s Supply Chain Services organization which is seeking to utilize the location footprint and skills/capabilities available from our Global Delivery Services (GDS).
The GDS provides enabling services to EY member firms, Service Lines, business support functions and Area/Global entities. These services are provided via the Client Service - Assurance, Advisory, Knowledge, Tax and TAS, and Enablement Services – Supply Chain Services, IT Services, Finance & Accounting Services, Risk Management Services, People Shared Services, Markets Enablement Services, Brand, Marketing and communications.

Supply Chain Services was established as a globalized function in 2010. Its purpose it to drive efficiencies in the way EY member firms select and manage their vendor relationships. This is achieved through a number of channels including creating Supply Chain Services processes which are repeatable, can be leveraged, are transparent as well as are aligned to business strategies and goals.
The role of the Travel Telephony Support, Supply Chain Services, GDS ES will be to act as a first level of point of contact to EY employees for Travel related queries. This individual will follow a defined delivery process and toolsets that ensure a consistent level of service. The individual will have frequent interaction with Travelers, EAs, and internal stakeholders across the globe.
Essential Functions of the Job:
(Identify and describe essential functions, or primary duties and responsibilities.  Assume that the reader does not know the role or function of the job.)
The main duties and responsibilities of this role include collaborating within a team setting to provide support to EY personnel, encompassing but not limited to:
►    Responding to incoming calls from EY travellers.
►    Determining travellers needs, conducting thorough research on issues, addressing inquiries, resolving problems, and offering solutions within the defined service scope.
►    Adhering to established call management procedures and protocols.
►    Complying with standard communication practices, from greeting and paraphrasing to identifying issues/queries and providing suitable resolutions/answers.
►    Juggling multiple tasks such as handling calls, engaging in chat, and managing email communications.
►    Acclimating to EY-specific technologies, policies, and regional/country-specific procedures.
►    Upholding excellent telephone manners.
►    Ensuring high levels of traveller satisfaction through effective interaction.
►    Achieving personal objectives and contributing to team goals.
►    Documenting interactions with travellers.
►    Performing various tasks like retrieving information from internal sites, data entry, and generating reports.
►    Updating request logs and work tracking systems.
►    Proposing ideas for process enhancements based on personal insights, alternative solutions, and industry experience.
►    Redirecting queries beyond the scope of services to the appropriate Travel Management Companies.
►    Escalating unresolved or unanswerable queries/requests to the supervisor.
►    Recording traveller complaints and feedback.
►    Reinforcing traveller confidence by delivering a satisfactory experience.
►    Encouraging travellers who booked hotels directly or through local offices to switch their bookings to EY’s Travel Management Companies.
►    Managing designated email inboxes and addressing queries within the support scope.
►    Researching online to verify the competitiveness of EY's negotiated hotel rates.
►    Reviewing airfare quotes from Travel Management Companies for competitiveness against external or airline website rates.
►    Reminding employees to update their profiles on the Travel request tool.
►    Enrolling eligible US employees in the Frequent Flier program and removing those who are ineligible.
►    Distributing communications to New Hires with helpful links and information related to Travel.
►    Processing airline status match requests from travellers by either directing them to self-service options or coordinating with airline companies.
►    Manually updating the ISOS tool with missing traveller itineraries.
►    Manually inputting event and budget details into Cvent when data is absent.
►    Undertaking miscellaneous tasks such as information retrieval from internal sites, data entry, and report generation.
►    Maintaining request and process tracking logs in MS Excel.
►    Participating in projects as a team member, focusing on initiatives and process improvements.
►    Collaborating with internal stakeholders globally on various assigned projects.
Knowledge and Skills Requirements:
(Describe the knowledge or skills needed to perform this job; these may be technical, managerial or behavioral in nature and can be divided by “Mandatory” and “Optional / being considered as an asset)
►    Proficient in both oral and written English, demonstrating exceptional communication capabilities.
►    Demonstrated excellence in customer service with a proven track record.
►    Proactive and self-motivated, capable of operating independently with minimal oversight.
►    Skilled in earning customer trust and fostering cooperative relationships.
►    Strong interpersonal abilities, adept at engaging with diverse individuals.
►    Collaborative team player with a positive impact in group settings.
►    Competent in contributing effectively to virtual teams across various locations.
►    In-depth understanding of the travel sector within a global context.
►    Open and adaptable to working within multicultural and varied environments, with a keen sensitivity to cultural variances.
►    Capable of managing multiple tasks simultaneously, with excellent prioritization, organization, and time management skills.
►    Experienced with online travel platforms across different countries, possessing substantial industry knowledge.
►    Advanced proficiency in the use of Microsoft Office suite, particularly MS Excel and MS Outlook.
►    Team-oriented with a record of contributing positively to team dynamics.
►    Effective in virtual team collaboration, maintaining productivity and communication remotely.
►    Outstanding customer service skills, with a history of exceeding service expectations.

Job Requirements:
Education:
(What is the minimum level of education needed/suggested to perform this job?)
►    Any graduate or above, preferably from Travel related discipline
Experience:
(What is minimum number of years needed/suggested to perform this job?)
►    2-3 years of experience working in an international call centre handling calls
►    Must have good experience on Customer Relationship Management tools and data capturing
►    Experience in Travel Industry is an added advantage
►    Experience working in a team environment interacting with multi-national customers
►    Must have good experience on Customer Relationship Management tools and data capturing
►    Must have good experience in using MS Excel and MS Outlook

Certification Requirements:
(Describe and explain any certifications and/or licenses needed or helpful to perform this job).
►    NA

Other Requirements:
(Describe other functions or expectations of the job such as whether overtime is regularly required (e.g., during busy season?), whether there are particular times of the year that vacation may not be taken, whether there is frequent travel, whether there are any physical requirements beyond those expected in a normal office environment or any other miscellaneous things about the job that should be made known.)
►    This role is based out of Manila, Philippines
►    Prepared to engage in rotational 24x5 shift patterns, providing coverage across Australian, UK, and US time zones.
Note: 
This job description is intended as a guide to reflect the principal functions of the job.  However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager.  Further, the job description is subject to change at the discretion of management.

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