Entertainment Travel Experience Counselor III

Position Overview

Traveler Experience (TX) is seeking positive, energetic, highly skilled, customer-focused, senior-level travel counselors to join our Global Entertainment Client Hub. This team provides end-to-end, full-scope travel services for the highest-level travelers of our client account in the Entertainment, News/Media, and Sports professions.

Candidates must be comfortable working in a fast-paced environment and providing white-glove-level service. Top candidates will be proactive, motivated, accountable, always willing to jump in to lend a hand, and organized with excellent follow-through. **

Position Description**

• Creates and accurately completes complex travel requests (car, hotel, air, rail) for high-touch accounts and top-tier (VIP, Concierge, Film/TV
• Production, News and Publicity) travelers
• Acts as a trusted advisor by offering informed and insightful recommendations that provide the best traveler experience in each situation – entertainment client sector requires a high level of creativity and booking in obscure production locations at times
• Handles special requests common to the entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.)
• Proactively offers best options based on client travel policy and requirements for each interaction
• 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 function as an SME with specific client knowledge and/or serve as the customer point of contact
• 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
• Ability to thrive as a positive individual contributor in a high-touch, complex interaction environment
• Proactively assists the team and other team members in resolving problems, learning, and research
• Provides new ideas, feedback, and out-of-the-box thinking to leadership
• Uses correct grammar during all interactions (email/phone/chat)
• Effectively demonstrates patience, empathy, and understanding while controlling the contact
• Must be a “Team Player” and work cohesively with others internally and externally
• Ability to work and adapt in a constantly changing, fast-paced environment
• Assignments include both routine and non-routine work

_**Travel counselors would be supporting global accounts, including booking for travelers in multiple countries. Various shift patterns are available covering 24x7x365. Indicate your shift interest with your resume.

_ Shift Patterns Available Include**

• Shift #1 Sunday-Tuesday & Thursday 12.30pm- 23.00pm
• Shift #2 Wednesday-Saturday 12.30pm-23.00pm
• Shift #3 Sunday-Tuesday & Thursday 06.00am-16.30pm

Qualifications

Qualifications

• High School diploma
• 7+ years of experience working in a customer service environment including 5+ years as a travel counselor
• VIP, Specialty, Entertainment/Production/Publicity, News, Sports experience highly desired

Position Requirements

• Strong verbal and written communication skills
• Strong attention to detail
• Great active listening and information-gathering skills
• Proactive consultant - solutions-oriented and accountable
• Excellent working knowledge of the travel industry, application of client travel policies, procedures, and processes (including complex international reservations and changes)
• Solid grasp of world geography and international travel routings
• Has specialist skillset and experience as a travel counselor in the areas of VIP, Concierge, Relocation, and/or other specialty travel
• 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 and adjust shifts as needed for coverage or world events
• 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 also offers opportunities to all job seekers including job seekers with disabilities. If you need reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to TalentAcquisitonEMEA@mycwt.com. 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.