Job Description
Travel Experience Counselor III 24hr Client Dedicated Team (Virtual) – (220000B9)
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
Traveler Experience (TX) is seeking a Traveler Experience Counselor III. Positive, energetic, highly-skilled, customer-focused, senior-level travel counselors to join our dedicated team for one of our top global clients.
We are looking for highly-motivated and customer-focused travel counselors to work shifts 24x7x365 (primarily 4pm-8:30am CT, 7 days a week, with training and onboarding happening during weekday hours)
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 Travel Experience Counselor 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, dedicated account. Travelers may reside in any country/region in the world where this English-speaking only offering is available to them.
- 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) 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)
- 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.
- May function as a SME with specific client knowledge and/or GDS/systemic knowledge
- 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
Position Requirements
Experience Required
- High School diploma
- 5+ years of experience working in a customer service environment that includes 3+ 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, Power Turbo is a plus
- 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
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: Variable
Organization: TX_Operations_All Countries (Non-GSC)
Experience Level: 5 to 7 years