Travel Experience Counselor Iii – Agent 24Hr Client Dedicated Team (Virtual)

Travel Experience Counselor III – Agent 24hr Client Dedicated Team (Virtual)

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

• Ability to work and adapt in a constantly changing, fast paced environment
• Resolves complex problems/escalations including non-standard and multi destinations, ticket exchanges and complex fares for all traveler types and destinations globally
• Proactively offers best options based on client travel policy and traveler requirements for each interaction.
• Uses correct grammar during all interaction (email/phone)
• May function as a SME with specific client knowledge and/or GDS/systemic knowledge
• Accurately follows and applies client travel policy based on travel type and client expectations
• 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.
• Provides new ideas, feedback and out of the box thinking to leadership
• May manage first level customer complaints/escalation (pre-travel or on-trip)
• Demonstrates excellent professional customer service and problem resolution skills
• 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
• Expert at selling products that are of commercial value to CWT and contribute to CWT’s profitability where it aligns with customer requirements
• 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.
• Assignments include both routine and non-routine work
• Proactively assists the team and other team members in resolving problems, learning and research

#LI-REMOTE

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

• Impeccable customer service skill set and error-free %
• 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
• Strong verbal and written communication skills
• 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.
• Great active listening and information gathering skills
• Ability to work flexible hours including nights, weekends, holidays and adjust shifts as needed for coverage
• Microsoft Outlook, Word and Excel
• Highly skilled on Sabre GDS preferred, Power Turbo is a plus
• Strong attention to detail
• Excellent working knowledge of the travel industry, application of client travel policies, procedures and processes (including complex international reservations and changes)

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 also offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to [email protected]. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.