VIP Travel Experience Counselor III

CWTSatoTravel; United Kingdom; Remote; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a highly skilled Travel Counselor to join their VIP Client team. This role involves providing exceptional travel services for top-tier clients in a fast-paced, high-touch environment. As a Travel Counselor, you will create complex travel itineraries, offer insightful recommendations, and ensure a seamless travel experience. If you thrive in a dynamic setting and possess excellent communication and problem-solving skills, this opportunity is perfect for you. Join a dedicated team that values creativity and outstanding service in the travel industry.

Qualifications

• Experience in travel, preferably business travel.
• Solid understanding of fares and ticketing rules.

Responsibilities

• Create and complete complex travel requests for VIP clients.
• Provide informed recommendations to enhance traveler experience.
• Handle customer complaints and resolve complex travel issues.

Skills

Customer Service

Problem Resolution

Communication Skills

Attention to Detail

Education

High School Diploma

Job description

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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 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 to enhance the traveler experience.
• Proactively offers the best options based on client travel policies and requirements.
• Responds promptly, completely, and professionally to requests via phone, email, or chat.
• Follows and applies client travel policies based on travel type and expectations.
• Demonstrates excellent professional customer service and problem resolution skills.
• May serve as a Subject Matter Expert (SME) with specific client knowledge or as the primary contact.
• Handles first-level customer complaints/escalations pre-travel or during the trip.
• Resolves complex problems including non-standard requests, multi-destination itineraries, ticket exchanges, and fare issues globally.
• Thrives as a positive individual contributor in a high-touch, complex environment.
• Assists team members in problem-solving, learning, and research.
• Provides feedback and innovative ideas to leadership.
• Uses correct grammar during all interactions (email/phone/chat).
• Demonstrates patience, empathy, and understanding while maintaining control of the contact.
• Works well as part of a team, both internally and externally.
• Adapts to a constantly changing, fast-paced environment.
• Handles both routine and non-routine work assignments.

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.
• Professional communication skills, both written and verbal.
• Strong attention to detail.

Work Arrangement: Home

Employment Type: Full-time

Job Family: Travel Counselors

Scope: Country

Travel: No

Shift: Rotating

Organization: TX_Operations_All Countries (Non-GSC)

Job Posting Date: May 7, 2025