Overview
Application Deadline:
Ongoing until positions are filled.
to apply, please visit the TP Careers site at https://www.tp.com/en-us/careers.
About TP
TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.
Benefits of working with TP include
TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.
We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.
We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.
Career Growth and Culture
At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success.
TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.
Equal Opportunity Employer
TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.
Responsibilities
This role serves as the first point of contact for business organizations and government agencies requiring professional travel support in a high-volume service environment. The position is responsible for assisting travelers with air, hotel, and car reservations; itinerary changes; cancellations; policy guidance; and travel-related inquiries while ensuring accuracy, compliance, and a high level of customer service. Success in this role requires strong communication skills, attention to detail, the ability to navigate multiple systems, and a commitment to supporting travelers and clients through efficient booking assistance, issue resolution, and clear documentation across phone, email, and chat.
Your Responsibilities
Serve as a trusted customer support representative for government and business organization accounts, handling high-volume inbound and outbound interactions across phone, email, and chat.
Respond to routine and complex customer inquiries related to travel bookings, reservations, itinerary updates, policy requirements, account support, eligibility, case status, and program information while following established procedures and service standards.
Provide consultative advice, solutions, and recommendations. Additionally, pro-actively selling additional service for our travelers (e.g., hotel and car), whilst ensuring adherence to the Customers agreed travel policy and requirements and adhering to quality assurance standards.
Assist business travelers and government agency personnel with booking, modifying, and canceling air, hotel, rail, and car reservations in accordance with approved travel policies, contract requirements, and client-specific guidelines.
Provide guidance on travel options, fare rules, schedule changes, unused ticket processes, and disruption support to help travelers complete bookings and maintain compliant itineraries.
Provide accurate, timely, and professional support to customers while adhering to client-specific requirements, regulatory guidelines, and internal operating procedures.
Use a consultative approach to identify customer needs, explain available options, and resolve issues efficiently while maintaining quality assurance standards.
Comply with all legal, contractual, and policy requirements, including mandatory training, data privacy, security, and compliance standards applicable to government and business clients.
Meet individual and team performance expectations and support key business indicators such as service level, quality, productivity, first contact resolution, and customer satisfaction.
Follow internal compliance and regulatory requirements for all supported customers, programs, and locations.
Manage end-to-end case handling and follow-up activities through phone, messaging, email, and back-office systems, ensuring accurate documentation and resolution.
Operate in a telephony servicing environment where success is measured by customer satisfaction, schedule adherence, average handle time, call quality, and other contact center performance metrics.
Operate effectively in a multi-channel service environment, maintaining professionalism, accuracy, and responsiveness across all customer touchpoints.
Qualifications
Required Skills
Relevant Experience Requirements
College degree preferred, but high school degree or equivalent required
Minimum of one year of customer service experience
Minimum of one year of corporate, government, or leisure travel industry experience (required).
Minimum of 1 year’s native GDS experience including airline ticketing. Preference for industry recognized GDS Platforms including Amadeus, Sabre, Worldspan, Apollo and Galileo.
Ability to pass a government background check and credit check
Language/Communication
Soft Skills:
Customer-focused mindset: commitment to delivering clear, accurate, and professional service in a fast-paced call center environment.
Solutions mindset: ability to assess customer needs, follow process, and deliver effective resolutions while balancing client requirements and service expectations.
Ability to anticipate customer needs, demonstrate empathy, and provide proactive guidance while maintaining professionalism with government and business clients.
Performance and Ownership
Polished delivery: ability to communicate in a structured, confident, and effective manner with diverse customer groups.
Excellent time management: ability to manage multiple systems, tasks, and follow-up activities while maintaining productivity standards.
Quick learner: ability to absorb new policies, procedures, and client requirements and apply feedback constructively.
Ability to de-escalate customer situations, manage expectations, and follow through on commitments to resolution.
Strong commitment to service excellence, first contact resolution, and consistent adherence to quality standards.
Technical Skills:
Fast and accurate typing skills.
Strong computer navigation skills across web-based applications, CRM platforms, knowledge bases, and Windows environments.
Ability to navigate multiple systems and screens simultaneously while speaking with customers.
Experience documenting customer interactions accurately in databases or case management systems.
High data entry accuracy and attention to detail.
Basic math and problem-solving skills.
Proficiency in a multi-system, multi-channel contact center environment.
Ability to learn and apply client-specific systems, scripts, workflows, and compliance requirements.
BEST Skills
Process Excellence
Collaboration
Communication
Emotional Intelligence
Open-Mindedness
Critical Thinking
Solution Orientation
Entrepreneurship
AI Proficiency
Data Literacy
Be Part of Our TP Family
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.