Job Description
Global VIP Travel Experience Counselor III – (220000F4)
CWT is one of the world’s leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected anywhere, anytime, anyhow and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience.
Joining us means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment.
In the Traveler Experience organization, we provide more than just a booking. Through the combination of people and technology, we are focused on the complete travel experience delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company and we will get there by moving forward together.
Position overview
We are looking for Global VIP Travel Experience Counselor III an elite group of seasoned travel counselors with amazing energy, VIP experience, and global mindset to be part of our newly formed, first ever, 24×7 Follow the Sun, Global VIP Elite team. This is an exciting opportunity to be part of a new, very in-demand offering at CWT. In addition to the global exposure and expansion of work, you will have the opportunity to help shape motivation and incentive programs for counselors in top-tier, high demand roles/shifts.
Position overview
- Traveler Experience (TX) is seeking positive, energetic, highly-skilled, customer-focused, senior-level travel counselors to join our VIP shared team and form the North American squad of a fully global team.
- This global team, made up of counselors in North America, Europe and Asia, operates 24x7x365 provides end-to-end, full scope, travel services for the highest level travelers of our client accounts.
- We are looking for highly-motivated and customer-focused NORAM travel counselors to work shifts from 8am-7pm CT, 7 days a week/365 days a year (rotating shifts every 4 weeks)
- The right candidates must have the ability to thrive as a positive individual contributor in a high-touch, complex interaction, global environment
- Role will be TEC III level, increase and shift-differential eligible
Position Description
- Creates and accurately completes complex travel requests (air, hotel, car, car service, rail) for high touch accounts and top tier travelers (experience with VIP, Concierge and/or other specialized trips and traveler types is critical). Travelers may reside in any country/region in the world where this English-speaking only offering is promoted.
- Proactively offers best options based on client travel policy and traveler requirements for each interaction.
- Acts as a trusted advisor by offering informed and insightful recommendations which provide the best traveler experience in each situation
- Responds to requests (phone, email, chat) promptly, completely, and professionally
- Accurately follows and applies client travel policy based on travel type and client expectations
- Demonstrates excellent professional customer service and problem resolution skills
- May manage first level customer complaints/escalation (pre-travel or on-trip)
- Resolves complex problems/escalations including non-standard and multi destinations, ticket exchanges and complex fares for all traveler types and destinations globally
- Proactively assists the team and other team members in resolving problems, learning and research
- Uses correct grammar during all interaction (email/phone/chat)
- Effectively demonstrates patience, empathy, understanding while controlling the contact
- Must be a Team Player and work cohesively with others internally and externally in a Global capacity. Peers will reside in other countries around the world.
- May function as a SME with specific client knowledge and/or GDS/systemic knowledge
- May be required to work in a dual-desktop and/or dual-GDS capacity as the service offering is developed.
- Ability to work and adapt in a constantly changing, fast paced environment
- Provides new ideas, feedback and out of the box thinking to leadership
- Expert at selling products that are of commercial value to CWT and contribute to CWT’s profitability where it aligns with customer requirements
- Assignments include both routine and non-routine work
#LI-REMOTE
Qualifications
Experience Required
- High School diploma
- 7+ years of experience working in a customer service environment that includes 5+ years as a travel counselor
Knowledge, skills and abilities
- Excellent working knowledge of the travel industry, application of client travel policies, procedures and processes (including complex international reservations and changes)
- Impeccable customer service skill set and error-free %
- Strong verbal and written communication skills
- Strong attention to detail
- Great active listening and information gathering skills
- Proactive consultant – solutions oriented and accountable
- Has specialist skillset and experience as a travel counselor in the areas of VIP, Concierge, and/or other specialty travel
- Highly skilled on Sabre GDS preferred, Amadeus also desired
- Able to use current technology and easily adapt to changes in technology as they come. Must be able to thrive in an ever-changing technical environment.
- Ability to work flexible hours including nights, weekends, holidays and adjust shifts as needed for coverage
- Microsoft Outlook, Word and Excel
#LI-Remote
CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.
CWT is fully committed to the health and wellbeing of its employees. CWT can only offer employment to those applicants in the United States that are fully vaccinated as of January 4th 2022.
As part of the application and / or offer process, you will be asked to provide evidence of your vaccination or exemption status and this evidence will be retained in your personnel records.
Primary Location
: US-United States
Work from home: Yes
Employment type
: Standard
Job Family
: Travel Counselor
Scope: Global
Travel
: No
Shift
: Day Job
Organization
: TX_Operations_All Countries (Non-GSC)
Experience Level: 7 to 10 years