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Yokoy Logo Yokoy · Customer Service

Senior Business Travel Consultant

Spain, Barcelona · Job Posted January 03, 2026
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Job Description

The Senior Business Travel Consultant – Executive Care is part of a newly established, market-specific Executive Care team, dedicated to delivering a premium, high-touch service experience to a select portfolio of high-value and VIP customers across the UK & Ireland. This role is designed for an experienced travel professional with deep expertise in Amadeus or other GDS platforms, who thrives in complex, fast-paced environments and takes full ownership of end-to-end customer journeys. You will act as a trusted travel advisor and single point of contact, handling sophisticated itineraries, time-sensitive changes, and escalations with confidence, discretion, and commercial awareness.

Job Responsibility

  • Deliver exceptional, end-to-end travel support for Executive Care customers within the market
  • Own each case from initiation to resolution under a “one ticket, one consultant” model
  • Manage complex domestic and international itineraries including air, rail, hotel, car hire, and ancillary services
  • Prioritise VIP and high-touch customers using dedicated routing views, priority queues, and tagging
  • Apply sound judgement when making decisions within defined risk and commercial guidelines
  • Create, modify, reissue, and cancel bookings using Amadeus (or other GDS platforms)
  • Handle complex fare constructions, ticketing rules, exchanges, refunds, and revalidations
  • Confidently manage schedule changes, IRROPs, missed connections, and urgent re-accommodation
  • Ensure accuracy, compliance, and cost efficiency across all bookings
  • Act as a subject matter expert (SME) for travel systems and booking best practices within the Executive Care team
  • Consistently achieve exceptional customer satisfaction by delivering clear, empathetic, and solution-focused service
  • Apply the market-specific Quality Scorecard to ensure behaviours align with Executive Care expectations
  • Adapt communication style to customer urgency, tone, and seniority
  • Use customer sentiment, feedback, and context to inform decision-making and escalation when required
  • Partner closely with Account Managers, Sales, Implementation, and Operations to deliver seamless customer outcomes
  • Participate in structured communication loops to ensure alignment on customer needs and regional priorities
  • Support the Team Leader by sharing actionable customer insights and emerging trends
  • Act as a strong ambassador for Executive Care across the wider organisation
  • Own escalations with urgency, professionalism, and clarity
  • Manage complex or sensitive cases through established Executive Care escalation workflows
  • Ensure timely stakeholder communication and clear documentation via Zendesk and internal systems
  • Balance customer advocacy with policy, commercial, and risk considerations
  • Follow SOPs while applying critical thinking to non-standard or novel travel scenarios
  • Identify opportunities to streamline workflows, reduce friction, and improve customer journeys
  • Provide structured feedback to the Team Leader and Operational Excellence / BPI teams
  • Support pilot initiatives, hypercare activity, and new process rollouts
  • Use dashboards and performance data to understand personal results and identify improvement opportunities
  • Actively engage in coaching, quality reviews, and peer feedback
  • Maintain strong adherence to SLAs, workflows, and Executive Care service standards

Requirements

  • Native level Spanish language
  • Proven experience as a Senior Business Travel Consultant or equivalent role
  • Strong hands-on expertise in Amadeus or another major GDS (Sabre, Galileo, Worldspan)
  • Experience supporting VIP, executive, or high-touch corporate customers
  • Excellent knowledge of airfares, ticketing rules, exchanges, refunds, and IRROPs
  • Strong problem-solving, decision-making, and critical-thinking skills
  • Exceptional written and verbal communication skills
  • High attention to detail and strong organisational skills
  • Contact centre or executive support team experience

Nice to have

  • Familiarity with Zendesk or similar case management tools are desirable
  • Experience working in market-specific or premium service environments

What we offer

  • Receive competitive compensation and equity ownership in Perk
  • Rest and recharge with our generous allocation of vacation days plus public holidays
  • Take control of your physical health with your choice of private healthcare or a gym allowance
  • Know that your loved ones are protected financially through your Life Insurance if the worst were to happen
  • Join our unforgettable Perk events, including our spectacular annual summer party
  • Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
  • Make your money go further with our flexible compensation plan
  • Focus on your family with 17 weeks’ paid parental leave during your child’s first year
  • Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
  • Broaden your horizons with up to 20 "Work from Anywhere" days per year
  • Nurture your language skills with in real-life English, Spanish and Catalan lessons
  • Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
  • Let us help you move to one of our hubs with relocation support
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