Hello,

FCM part of FTCG is one of the world’s largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries, FCM’s flexible technology anticipates and solves client needs, supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience. As part of the ASX-listed Flight Centre Travel Group, FCM delivers the best market-wide rates, unique added-value benefits, and exclusive solutions. A leader in the travel tech space, FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events.

As a Senior Executive (Hotel Support Desk) in our Center of Excellence (COE), you will be responsible for servicing travel desk cases efficiently and professionally. Your primary goal will be to enhance turnaround times for queries and bookings, ensuring exceptional service delivery to our clients.

Duties and Responsibilities:

• Understand and adhere to hotel processes while working towards designated KPIs.
• Ensure all travel desk inquiries are handled according to established protocols.
• Strive for optimal efficiency in processing travel requests.
• Meet and exceed performance targets to enhance client satisfaction.

Skills Required:

• Committed to delivering high-quality customer service.
• Focused on maintaining the highest standards of quality assurance.
• Proficient in using MS Excel and other computer technologies.
• Adaptable to changes in processes and systems.
• Collaborative mindset to work effectively within a team.
• Ability to think creatively and overcome challenges.
• Conduct oneself in a professional manner at all times.
• Maintain a positive attitude in all interactions.
• Strong verbal and written communication skills.

Eligibility Criteria:

• Minimum of 2 years of experience in a contact center or business processing environment.
• Knowledge of Business Travel Management is essential.

Work Perks! - What’s in it for you: 

FCTG is renowned internationally for having amazing perks and an even better culture.  We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm. 

You will be rewarded with competitive market salary. You will also be equipped with relevant training courses and tools to set you up for success with endless career advancement and job opportunities all over the world.

Market Aligned remuneration structure and a highly competitive salary 

Fun and Energetic culture: At the heart of everything we do at FCM is a desire to have fun and be yourself 

Work life Balance: We believe in “No Leave = No Life” So have your own travel adventures with paid annual leave 

Great place to work - Recognized as a top workplace for 4 consecutive years, which is a testimonial of our commitment towards our people 

Wellbeing Focus - We take care of our employee with comprehensive medical coverage, accidental insurance, and term insurance for the well being of our people 

Paternity Leave: We ensure that you can spend quality time with your growing family 

Travel perks: You'll have access to plenty of industry discounts to ensure you continue to broaden your horizons  

A career, not a job: We believe in our people brightness of future. As a high growth company, you will have the opportunity to advance your career in any direction you choose whether that is locally or globally 

Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it! 

Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.