Business Travel Consultant II

Location: Level 9, 45 Clarence Street, Sydney, NSW, 2000, Australia

Employment type: Permanent, full-time

Work model: Hybrid - three days per week in the office, with the specific days determined by the manager and team

About the Position

At Navan, our mission is to power the in-person connections that move people, ideas, and businesses forward. We help travelers focus on being there, not getting there, and our Travel team is central to this mission.

As a member of our growing Travel Experience team, you will directly support our users’ business travel needs. As an owner of customer satisfaction, you will solve issues, communicate effectively, and collaborate with internal teams to remove barriers for travelers, all while delivering a best-in-class customer experience.

Responsibilities

• Assist travelers with best-in-class support across chat, phone, and email.
• Provide accurate information and support for air, rail, hotel, and car bookings.
• Quickly assess customer needs, traveler profiles, and the urgency of each request.
• Maintain strong knowledge of suppliers, destinations, booking systems, and industry practices.
• Help users navigate the Navan platform and app, encouraging self-service where appropriate.
• Respond to customer enquiries in line with service-level expectations and requirements.
• Follow company and customer travel and expense policies, as well as applicable global compliance procedures.
• Provide stakeholders with regular feedback on goals and the performance of key operating processes.
• Participate in team meetings and remain informed about product launches, supplier updates, and industry developments.
• Continue building your travel-industry expertise and help set the standard for best-in-class travel support.
• Complete all required training and comply with attendance expectations.
• Meet individual performance measures that support team and company objectives.
• Collaborate with colleagues and cross-functional teams to identify recurring traveler issues and improve the overall customer experience.

Requirements

• At least three years of experience in a corporate travel management company or business travel consultant role, covering air, rail, hotel, and car products.
• At least two years of experience using a Global Distribution System such as Sabre, Amadeus, or Galileo, with proficiency at an intermediate level or above.
• Customer service experience gained in a contact center or another customer-facing environment.
• Confidence using workplace and customer service technology. Experience with Gmail, Zendesk, Slack, and Salesforce is advantageous.
• The ability to manage multiple tasks and resolve urgent customer matters quickly and efficiently.
• An empathetic and composed approach, with the ability to remain professional in challenging situations.
• Strong independent problem-solving skills and the ability to use available resources to resolve customer enquiries.
• Excellent written and verbal communication skills.
• A collaborative mindset and a willingness to give and receive constructive feedback.
• A genuine interest in travel and a sound understanding of world geography.
• The ability to work effectively in a hybrid environment, including three days per week at Navan’s Sydney office, with office days agreed by the manager and team.

About Navan

Navan (Nasdaq: NAVN) is the global AI-powered business travel and expense platform that makes travel easy for frequent travelers. From finding flights and hotels to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com.

We Offer

Navan offers a comprehensive benefits program designed to support your well-being, financial security, and life outside of work. Our benefits, thoughtfully tailored by country to meet local needs, include healthcare coverage, insurance offerings, and wellness resources for you and your family.

We support long-term financial growth through retirement savings programs and opportunities to participate in our equity plans, so you can share in Navan’s success. To promote balance, we offer flexible time off, country-specific holidays, and paid parental leave for all new parents. Additional benefits include connectivity and commuting support, mental health resources, and exclusive travel-related perks. Wherever you’re based, our benefits evolve with you.

Equal Opportunity

Navan is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We prohibit any such discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring.

Accommodations

Navan complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Navan will reasonably accommodate qualified individuals with a disability in connection with applications for employment as required by law.

If you need any assistance or accommodations due to a disability, you are welcome to email us at [email protected].

Candidate Privacy Notice and Use of AI

As part of the recruitment process, certain personal data may be processed using automated tools, including tools that use AI. For details on how Navan collects and uses your personal data, please review Navan's Candidate Privacy Notice here.

Job Search Best Practices

We have been made aware of recruitment scams involving fraudulent attempts to lure job seekers into sending money or personal information in return for fake job offers or coerce them into purchasing equipment by electronic funds transfer (Zelle, Venmo, etc.). Legitimate Navan recruiters will never ask for money in any recruitment or onboarding activities. All available job openings at Navan will be posted on Navan’s website and all Navan recruiters will be reachable through an email address ending in “@navan.com” or “@navan.tech” or "@talent.navan.com".