Help Desk - Travel Support

Job Description

Who You'll Work With

You will be based in Miramar, FL and will be part of McKinsey Optimize division, the function that delivers distinctive, positive and productive experiences through various services ranging from post-dated travel issues to confirming airline applications for private fares. You will work closely with McKinsey’s preferred travel industry Account Managers, our Regional Travel Manager, our Global Category Managers of Air, Hotel and Car Rentals, our Travel Department’s Operation Managers, the leadership team, and most importantly our passengers and their assistants to mitigate resolutions on post-trip supplier issues.

What You'll Do

You will support colleagues in resolving non-reservation travel incidents.This includes involuntary downgrades, hotel reservations not being honored, port conditions, erroneous charges or rude staff members. You will identify the root cause of such issues through the GDS dissection and a solid interviewing process. In this role you will act as a liaison between travel industry vendors, and the traveler. Most importantly, you will serve as our traveler’s advocate by acting with empathy. You will confront all challenges with resourcefulness and a passion for detective work. Lastly, you will track and report data, and recommend ongoing process improvements to drive change that benefits the firm as a whole.

Qualifications

• Bachelor’s degree preferred
• 5+ years of corporate travel counselor/customer service experience
• Superior communication & excellent interpersonal skills, including the ability to build and maintain highly effective and collaborative relationships
• Exceptional problem solving & analytical skills, ability to quickly identify challenges and clearly articulate creative, practical solutions even when dealing with a high degree of ambiguity
• Ability to handle multiple projects simultaneously
• Maturity, confidence, and GDS PNR dissection skills – experience managing stakeholders, collaborating, building alignment and educating others to move work and initiatives forward successfully
• Deep knowledge of travel processes, GDS systems (Sabre, Amadeus, Apollo)