Travel Experience Counselor II

Carlson Wagonlit Travel (Hauptsitz Deutschland) / CWT Beheermaatschappij B.V. Deutschland; Warrington; Hybrid; GBP 25,000 - 35,000; Full time

Job description

Job Description - Travel Experience Counselor II (2500004M)

Purpose of the role:

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

About the opportunity:

Your opportunity at CWT is working in a strong Energy Resources and Marine Team, based in the UK where we have both an office location and work from home. Our ERM Team provides a range of solutions for our client’s travel needs and you have an opportunity to be part of our team.

Main Responsibilities:

• Role is WFH or based out of Warrington office
• Currently 0830-1700 Monday – Friday – subject to change
• Required to work Bank Holidays
• ERM fares knowledge is preferred but training will be provided.
• Hotel bookings- Rotational, multi guests into same or similar properties offering additional services such as billback, car parking, meals and laundry.
• Provide full Domestic and International consulting service Global client.
• Be able to provide and maintain a high level of customer service.
• Process and complete travel requirements as requested by corporate clients in accordance with their travel policy and relevant Service Level Agreement (SLA). This covers all aspects of a corporate travel consultant role, not limited to air, car and hotel, with opportunities to learn new processes.
• Perform in a proactive manner displaying initiative and ownership, integrity, care, and passion in all you do
• Taking responsibility of each interaction and being able to problem solve and provide relevant and accurate information in a timely manner for client queries
• Regular travel workshops, supplier and CWT training provided
• Creates and accurately completes complex travel requests (car, hotel, air, rail) for ERM 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 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
• 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

All About You:

• Experience in the travel industry min 3 years
• Strong International fares knowledge (ERM preferred but not essential, as full training will be provided)
• Strong customer service experience is required
• Superior written and verbal communication
• Your values resonate with CWT Values - Leadership, Integrity, Passion and Care