Sr. Associate - Travel Desk

Role Overview: As a Travel Helpdesk at Lennox, your role involves responding to help desk requests via Email, Ticketing System, or MS Teams in a timely manner. You will provide proactive, empathetic, and personalized support to customers" queries and complaints related to pre-trip and post-trip inquiries. Additionally, you will assist stakeholders in small group hotel accommodation bookings and act as a single point of contact for query handling and liaising between stakeholders and travel partners. Key Responsibilities: - Respond to help desk requests via Email, Ticketing System, or MS Teams and provide timely resolution. - Deliver proactive, empathetic, and personalized support to customers" queries and complaints addressing pre-trip and post-trip inquiries. - Assist stakeholders in small group hotel accommodation bookings. - Act as a single point of contact for query handling and liaising between stakeholders and travel partners as well as travel agency. - Work closely with the strategic sourcing manager for rate negotiation and vendor partnership. - Enforce travel policy compliance and educate travelers on the online booking tool. - Ensure the timely and accurate completion of all service requests and tasks. - Maintain accurate records of incidents, service requests, and resolutions in the ticketing system. - Monitor KPIs such as response time, customer satisfaction, policy compliance, resolution time, etc. - Maintain a knowledge base of common issues and solutions for future reference. Qualifications: - Excellent communication and interpersonal skills. - Strong problem-solving abilities. - Detail-oriented with high accuracy. - Knowledge of geography and travel industry trends. - Proficiency in travel booking systems and technology, especially Concur Travel. - Ability to work under pressure and meet deadlines. Additional Details: Lennox values staying up-to-date with the latest travel technology trends, tools, and techniques to provide efficient and effective support. Knowledge on PR-to-PO processes handling purchase requisitions in ERP, status checks, and adherence to procurement policy checklist is also required in this role.,