VIP Travel Experience Counselor III

Carlson Wagonlit Travel (Hauptsitz Deutschland) / CWT Beheermaatschappij B.V. Deutschland; United Kingdom; Remote; GBP 10,000 - 40,000; Full time

Job summary

An innovative travel company is on the lookout for a VIP Travel Experience Counselor to join their dynamic team. This role offers the unique opportunity to work from home while providing exceptional, high-touch service to VIP clients. You'll be responsible for managing complex travel requests, offering insightful recommendations, and ensuring a seamless travel experience. The perfect candidate will thrive in a fast-paced environment and possess strong problem-solving skills, along with expertise in GDS systems like Sabre or Amadeus. If you're passionate about travel and customer service, this is your chance to shine in a rewarding position that values your contributions.

Qualifications

• Experience in travel, especially business travel, is essential.
• Strong understanding of fares and ticketing rules for various travel modes.

Responsibilities

• Manage complex travel requests for VIP clients with high attention to detail.
• Provide informed recommendations and exceptional service to enhance traveler experience.

Skills

Customer Service Skills

Problem Resolution Skills

Communication Skills

Adaptability

Tools

GDS (Sabre or Amadeus)

Job description

Job Description - VIP Travel Experience Counselor III (240000D3)

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 Subject Matter Expert (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-destination, 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, and 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:

• Previous experience in travel (preferably business travel) with a solid understanding of fares and ticketing rules for car, air, and hotel.
• GDS expertise (Sabre or Amadeus).
• Professional communication skills both written and verbal.