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
Experience & Education:

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

Skills Required