Travel Experience Counsellor III Virtual, CWT

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.  

Purpose of the role

Use specialized expertise to provide consultative customer support services to clients via multiple channels 

Main responsibilities

• Creates and completes travel arrangements (car, hotel, air, rail) for complex accounts 
• Expert at selling products that are of commercial value to CWT and contribute to CWT’s profitability; sells “add on” attachments (hotel, other); upsells targeted areas of travel 
• Acts as a trusted advisor by offering informed and insightful recommendations which provide the best traveler experience in each situation 
• May coordinate and review the day-to-day work of others, but does not have formal supervisory responsibilities 
•May function as a SME with specific client knowledge and/or serve as the customer point of contact in small implant/explants 
• May manage first level customer complaints/escalation 
• Resolves complex problems/escalations including non-standard and multi destinations, ticket exchanges and complex fares and potentially VIP service 
• May assist other team members in resolving problems 
• Assignments include both routine and non-routine work
 

Qualifications

Experience & education:
• Experience
• High School diploma 
• 5+ years of experience working in a customer service environment that includes 3+ year as a travel counselor 
• Knowledge, skills and abilities (KSAs)
• Strong verbal and written communication skills 
• Good travel industry knowledge 
• Skilled in GDS and other booking tools used by CWT
• Has specialist skillset and/or subject matter expertise