Job description

Purpose Of The Role

Our Traveler Experience (TX) team is seeking a highly skilled and experienced Travel Counselor to join our VIP Client team. Counselors work in a high-touch service environment to book travel and accommodation for some of our top VIP clients.

Working from the comfort of your own home, you must be comfortable working in a fast-paced environment and providing white-glove-level service. You’ll collaborate with your team to provide creative and timely travel solutions and an outstanding travel service experience

Main Responsibilities

Creates and accurately completes complex travel requests (car, hotel, air, rail) for high touch accounts and top tier (VIP travelers)
Acts as a trusted advisor by offering informed and insightful recommendations which provide the best traveler experience in each situation
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 a 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 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
Ability to work and adapt in a constantly changing, fast paced environment
Assignments include both routine and non-routine work

#

Qualifications

Qualifications:

High School diploma
Previous experience in travel (preferably business travel) with a solid understanding of fares and ticketing rules for car, air, and hotel
GDS expertise Amadeus (5 years of experience)
Professional communication skills both written and verbal
Strong attention to detail

Required profile