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.
On a Day-to-day Basis, You Will
- Assists Travel Counselors on a real-time basis with questions related to client-specific policies, standards in creating Passenger Name Records, and questions related to the use of various technical tools
- Monitors real-time operations to ensure timely servicing for our customers.
- Makes skilling adjustments as needed to support other TX teams as directed.
- Assists with updating & maintaining training documents with current processes and procedures.
- Assists Team Leaders with counselor Quality Monitoring and provides appropriate & timely feedback.
- Communicates new information to ensure consistent procedures are followed.
- May function as an SME with specific clients, new tools, or processes.
- Use available resources to ensure compliance with clients’ travel policy and comprehensive internal CWT policies.
- Operates within general procedures and under minimal direct supervision.
- Provides 1st level of support for customer service and technical issues to determine root cause and resolution.
- Resolves complex problems/escalations including non-standard and multi destinations, ticket exchanges and complex fares for all traveler types and destinations globally.
- Adheres to CWT standards in delivering customer service.
- Review and professionally respond to customer inquiries & service escalation.
- Attends team meetings and is collaborative with recommendations for service improvements and problem-solving ideas.
- Attends training sessions as applicable to lead & support the team with new tools and processes.
- Maintains a favorable working relationship with all other company employees.
- Fosters and promote a cooperative and harmonious working climate.
- Performs other duties as assigned.
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 has 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:
- Experience
- High School diploma
- 5+ years of experience working in a customer service environment that includes 5+ years as a travel counselor.
Knowledge, Skills, And Abilities - Ability to work flexible hours and adjust shifts as needed for coverage. The department is 24/7.
- Strong verbal and written communication skills
- Strong attention to detail
- Great active listening and information-gathering skills.
- Proactive consultant - solutions-oriented and accountable with a high focus on customer service.
- Excellent working knowledge of the travel industry, and application of client travel policies, procedures, and processes (including complex international reservations, pricing rules, procedures, and changes)
- Proficiency with fare calculations, pricing, processing tickets, refunds, and exchanges
- Have the knowledge base to research and determine a root cause analysis for customer service inquiries and debit memos.
- Must be a “Team Player” and work cohesively with others internally and externally.
- Highly skilled in Sabre GDS & Power Tools
- Amadeus skills a plus
- Canada trained/skilled is a plus.
- Able to efficiently use current technology and easily adapt to changes in technology as they come. Must be able to thrive in an ever-changing technical environment.
- Basic Microsoft Outlook, Word, and Excel experience – knowledge of SharePoint a plus.
CWT accepts Military experience/certifications as a substitute for some requirements.
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 Target 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
- 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 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
