Do you love to help people, like to solve problems, and enjoy working in a dynamic environment? If the answer is “yes”, we should talk.
Many of the world’s best known and biggest companies and governments around the globe rely on CWT to keep their people connected – anywhere, anytime, anyhow – by providing an efficient, safe and secure business travel experience.
Be at the heart of our business.
As a travel counselor, you will provide outstanding customer service to corporate travelers before, during and after their business trips. Through our winning combination of outstanding people and innovative technology, we’re focused on ensuring that the travel experience of our customers is unforgettable from start to finish, for all the right reasons.
And as part of the Traveler Experience organization, you’ll be at the forefront of providing that exceptional experience. Beyond making bookings, you’ll play a key role in delivering a safe and enjoyable journey to our clients’ traveling employees.
We are looking for THE BEST OF THE BEST – an elite group of seasoned travel counselors with amazing energy, VIP experience, and global mindset to be part of our newly formed, first-ever, 24x7 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. The successful candidate needs availability to work shifts from 8 am-7 pm CT, 7 days a week/365 days a year (including weekends and holidays)
On a Day-to-day Basis, You Will
- Create and complete complex travel arrangements (air, hotel, car, rail) for a high touch account 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.
- Ensure reservations are built according to client standards and preferences
- Act as a trusted advisor by offering informed and insightful recommendations that provide the best traveler experience
- Handle a wide range of booking from simple ones to complex bookings with potentially non-standard and multi destinations, ticket exchanges and complex fares
- Make changes or solve any issues that might occur during or before the travel
- Assignments include both routine and non-routine work
- Benefit from comprehensive training by experienced colleagues and use our social intranet to always stay up to date
- 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
- Work in a dual-desktop and/or dual-GDS capacity.
- 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
Sound exciting? Welcome to a culture of caring
Joining CWT means becoming part of a collaborative, close-knit, global community. Our “people first” ethos starts with our colleagues. As a member of the CWT team, you’ll see that our core value of caring runs deep. It goes beyond the confines of our company too; our commitment to corporate social responsibility is deeply rooted in what we do and who we are.
Because we care so much for our travelers we also care for our colleagues by fostering a high-performance and high-quality environment, fully supported by our leaders helping you succeed.
We actively look for people who bring a positive attitude to work with them and that’s reflected in the atmosphere in our offices, remote teams and contact centers, and the dynamic between colleagues. Our people want to be here — which explains the long careers of so many of our colleagues.
Speaking of longevity, CWT been in the travel industry for 150 years (and counting). We’re proud of our history and even more excited about where we’re going next: the corporate travel industry is bouncing back strongly after the pandemic, promising to be bigger, more exciting, and more innovative than ever before.
Qualifications
Let’s grow together
The corporate travel industry is bouncing back strongly after the pandemic, promising to be bigger, more exciting and more innovative than ever before. If you’re looking to learn and grow in your career on the frontline of this exciting industry, we’ll be there to support your journey and give you all the tools you need to excel.
The experience and attributes we’re looking for in new team members include:
- 7+ years of experience working in a customer service environment that includes 5+ years as a travel counselor
- Advanced knowledge of GDS (Sabre or Amadeus)
- A genuine passion for high-quality customer service — we care about our customers and it’s important to us that you do too
- Good verbal and written communication skills
- Strong teamworking skills
- A positive, “can do” attitude
- Willingness to learn and grow!
- 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
What’s in it for you?
There Are All Kinds Of Advantages To Joining The CWT Community. We Hope These Things Have Already Won You Over — But Just In Case, Here Are a Few Extra, Important Details You Probably Want To Know
- Hands-on paid training
- Competitive compensation — including shift differentials, referral bonuses and supplier incentives
- Salary Range between USD $50,000 - USD $57,000 yearly.
- 3 weeks of vacation, 14 days of paid holidays, and 8 days of sick leave each full year
- Both on-site and home-based positions available
- Flexible working options: Full-time, part-time, nights and weekends
- Medical/dental/vision
- Employee discounts and supplier incentives
- Employee Assistance Program & Employee Resource Groups
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 TalentAcquisitonAmericas@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.
