Travel Consultant

ATI Business Group is seeking a detail-oriented and customer-focused Consultant Support Agent to handle email- and chat-based travel requests for US domestic travel. This role involves end-to-end coordination of travel services, strict adherence to client policies, and the delivery of exceptional support to clients.

To manage and process US domestic travel requests with accuracy and efficiency, ensuring compliance with policies while delivering high-quality customer service through email and chat support.

• You will coordinate domestic travel bookings including air, rail, hotel, car rentals, car services, and seat assignments.

• You will provide expert travel advice while adhering to client-specific travel policies.

• You will calculate costs and process bookings using GDS and online tools.

• You will manage travel changes, cancellations, refunds, and special requests.

• You will conduct quality checks on reservations before forwarding for ticketing or final approval.

• You will monitor and manage assigned email/chat queues consistently throughout the shift.

• You will ensure 100% policy compliance for preferred suppliers, lowest fares, and traveler preferences where available.

• You will maintain up-to-date and complete booking records, regardless of ticket status.

• You will follow up on voids, cancellations, refunds, and unused tickets within required timeframes.

• You will collect payments in accordance with policy and internal procedures.

• You will resolve or escalate customer issues in a timely and professional manner.

• You will keep current with daily briefings, updates, and industry trends.

• You will meet performance and productivity goals as defined by leadership.

• You will participate in ongoing training to enhance travel knowledge and customer service skills.

• Excellent English communication skills (minimum C1) and strong customer service orientation.

• Strong attention to detail with very high accuracy.

• Excellent analytical and numerical skills (logic score minimum of 90).

• 1–2 years of experience in travel, reservations, or BPO travel support (preferably in GDS ticketing).

• Effective problem-solving and sound decision-making skills.

• Willing to work 100% on-site.

• Willing to work night shifts and weekends.

• Knowledge of airline policies, fare rules, and ticketing procedures.

• Familiarity with US domestic travel booking requirements and processes.

• Experience in handling overseas suppliers/customers.

Our aim at ATI Business Group in working with our Clients is to support their continued growth by providing cost-effective technology and talented & scalable people resources on demand. ATI’s singular focus on providing services to the travel and hospitality business communities across the globe has been a remarkably successful one. Since commencing in 2002, we now have over 1,300 employees providing services to our clients worldwide.