eGlobal/RevGen Consultant - Toronto, ON

Flight Centre Travel Group (FCTG) is one of the world’s largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia has company-owned leisure and corporate travel business in 23 countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates and Asia. FCTG also operates a global corporate travel management network, which extends to more than 90 countries through company-owned businesses and independent licensees. The company opened its first leisure travel shop in Sydney, Australia in 1982 and listed on the Australian Securities Exchange in 1995.  Our purpose is to “open up the world for those who want to see”. Every day, we give people all around the world the opportunity to experience something really amazing – travel!

To learn more about Flight Centre Travel Group please click HERE

About The Opportunity

The position requires availability to work Monday through Friday during Pacific Standard Time (PST) business hours.

SpecialOps is a Revenue Generating team the facilitates the buying and selling of fares for both internal and external agents through eGlobal Fares, and other projects.

Optimize commission and revenue opportunities where possible. Deliver superior customer service to the frontline businesses.

Key Responsibilities

Airfare & GDS Knowledge

• Superior knowledge of airfare construction and reading fare rules
• Ability to work in multiple GDS – from issuing, exchanging, and refunding tickets.

Problem Solving

• Quickly resolve airfare and system challenges while avoiding write off and negative effect to the frontline.

Ability to multitask

• Verbal and Written Communication Skills
• Demonstrates excellent open and honest communication with team members, consultants and colleagues via all forms of communication.

Change Management

• Lead changes positively for FCTG processes, products & systems
• Handle objections directly and positively

Customer Service

• Always provide exceptional service to our customers
• Managing multiple shared inboxes and responding to email requests to internal and external agents in a timely manner
• Handling booking escalations which may require contacting airline for assistance
• Work in various GDS to facilitate new/existing bookings – issuing new tickets, processing exchanges and refunds
• Read and decipher FC Americas commission contracts to ensure accurate commission levels are claimed on new and exchanged tickets
• Proficient use of spreadsheets and other MS Office programs
• Support and work with GTC
• Communicate daily with Corporate, Leisure and After Hours Communications team
• Assist leadership team in any required training, developing or communications.
• Develop strong relationships with the front line Corporate/Leisure customer, all Supply teams, Finance Teams, airline reps and all other brands within FCL.
• Travel may be required at times to facilitate training & development and staff meetings/conferences.
• Proactive development within team and Supply
• Embrace all philosophies, values and change
• Managing multiple shared inboxes and responding to email requests to internal and external agents in a timely manner
• Handling booking escalations which may require contacting airline for assistance
• Work in various GDS to facilitate new/existing bookings – issuing new tickets, processing exchanges and refunds
• Read and decipher FC Americas commission contracts to ensure accurate commission levels are claimed on new and exchanged tickets
• Support and work with GTC & Finance Teams

Experience & Qualifications

• Minimum two years GDS support
• Understanding of airline contracts
• Minimum three year FCTG knowledge

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.

• 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!
• Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
• 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.
• Personal connections: We are a big business founded on personal relationships.
• Diversity, Equity & Inclusion: Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols.
• A career, not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Our Corporate Social Responsibility program supports nominated charities through volunteering and fundraising, complemented by our Office Environmental Program, LEED® Gold-certified office spaces, and 1 paid Volunteer Day per calendar year.

Benefits Include:

• Paid Time Off: A comprehensive time off package, including up to 15 vacation days (prorated upon hire and increasing to 20 days after 2 years of employment), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 8 recognized holidays annually.
• Travel perks/discounts
• Health & Wellness Programs and Employee Financial Wellness Services
• National/International Award Nights and Conferences
• Health benefits including, medical, dental, vision, gender affirming care, and fertility care
• Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability
• Flexible Spending Accounts
• Employee Assistance Program
• 401k program with partial match
• Tuition Reimbursement Program
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
• Global career opportunities in a network of brands and businesses

*Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state.

#LI-AG1#FCB#LI-Onsite

Location – Toronto, ON

If this sounds like the opportunity you have been waiting for then APPLY NOW.

For this position, we anticipate offering an annual salary of $61,800. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

Our number one philosophy? Our people. Flight Center Travel Group USA’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at careers@us.flightcentre.com

🏆 Travel Weekly Magellan Awards: Silver Winner for Accessibility and Inclusivity (2023)
🌟 GBTA WINiT: DEI Leadership Pinnacle Award (2023)
✈️ CHHR: 5-Star DE&I Employer (2023, 2024)
🌍 Seramount, FCTG Mexico : Member of the Global Inclusion Index (2023, 2024)
🏅 Newsweek: America’s Greatest Workplaces for Diversity (2024)