Senior Business Travel Consultant Job at Yokoy (Barcelona)

Senior Business Travel Consultant

Yokoy

Location:
Spain , Barcelona

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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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. The ideal candidate is customer-obsessed, proactive, and commercially astute, combining strong technical travel knowledge with critical thinking and exceptional service delivery.

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 German 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
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

Additional Information:

Job Posted:
January 03, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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