Travel Experience Agent (In-Office)

At Navan, our mission is to power the in-person connections that move people, ideas and businesses forward. We help our travelers focus on being there, not getting there and our Global Operations and Service team is central to this mission!

As a member of our quickly growing Global Operations and Service team, you will be responsible for directly supporting our users’ travel needs. As owners of customer satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveler - all while providing a best-in-class customer experience. As the front line of our business, you will have a unique opportunity to provide regular feedback to our product, design and engineering teams as they work towards continually improving our customer facing and internal platforms. This is an exciting role where you will have a direct impact on our day to day operations, traveler experience and product development!

What You’ll Do

• Assist our travelers with best-in-class travel support through multiple contact channels: chat, call and email.
• Maintain extensive supplier, destination and system knowledge.
• Make quick and accurate analyses of customer needs, persona and level of urgency.
• Provide accurate information for hotel, flight, car and rail bookings, as required
• Support users with self-service of the Navan platform and app where possible.
• Respond to customers within SLA expectations and requirements.
• Follow company and customer travel and expense procedures and policies in addition to global compliance procedures.
• Provide regular feedback to stakeholders on the progress of goals and performance of key operating processes.
• Participate in team meetings to stay up to date with new product launches, supplier updates, and industry changes.
• Build upon your travel industry knowledge to continue to set the standard for best-in-class travel support.
• Adhere to attendance policy and complete all assigned training.
• Meet individual performance metrics in support of the organization and company business objectives.
  
  

• 5+ years managing bookings for corporate and leisure clients in a core Business Travel environment.
• 3+ years of demonstrated advanced Sabre or Amadeus GDS experience (ticketing, reissues, voids, cancellations, EMD and MCO issuance/reissuance, PNR management, etc.) is mandatory.
• Experience of local market supplier content and booking practices in both ARC and BSP markets.
• In-depth knowledge of complex itineraries, air fares and fare construction calculations including the use of nett fares, IT fares, route deals and corporate negotiated fares (Fares & Ticketing VAII, formally BA2).
• Experience of NDC , Low cost carriers and third party content aggregators and their booking management practices is a plus.
• Full understanding of travel industry regulations, along with worldwide compliance requirements.
• Skilled communicator, proficient in both verbal and written English language. Additional language skills (fluent speaker) outside of English is a bonus, but not a requirement.