VIP Travel Experience Counselor III

Carlson Wagonlit Travel (Hauptsitz Deutschland) / CWT Beheermaatschappij B.V. Deutschland; Town of Texas (WI); Remote; USD 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a VIP Travel Experience Counselor, where you will deliver exceptional service to high-profile clients. In this role, you will manage complex travel requests, provide insightful recommendations, and resolve issues with professionalism and empathy. This position offers the flexibility of working from home while collaborating with a dedicated team to ensure a seamless travel experience. If you're passionate about travel and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Experience in travel, especially business travel, with knowledge of fares and ticketing.
• Strong written and verbal communication skills.

Responsibilities

• Create and complete complex travel requests for VIP clients.
• Provide informed recommendations and excellent customer service.

Skills

Travel Booking

Customer Service

Problem Resolution

Professional Communication

Job description

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

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:

1. Creates and accurately completes complex travel requests (car, hotel, air, rail) for high touch accounts and top tier (VIP travelers).
2. Acts as a trusted advisor by offering informed and insightful recommendations to provide the best traveler experience in each situation.
3. Proactively offers the best options based on client travel policy and requirements for each interaction.
4. Responds to requests (phone, email, chat) promptly, completely, and professionally.
5. Accurately follows and applies client travel policy based on travel type and client expectations.
6. Demonstrates excellent professional customer service and problem resolution skills.
7. May function as a SME with specific client knowledge and/or serve as the customer point of contact.
8. May manage first-level customer complaints/escalations (pre-travel or on-trip).
9. Resolves complex problems/escalations including non-standard and multi-destinations, ticket exchanges, and complex fares for all traveler types and destinations globally.
10. Ability to thrive as a positive individual contributor in a high-touch, complex interaction environment.
11. Proactively assists the team and other team members in resolving problems, learning, and research.
12. Provides new ideas, feedback, and out-of-the-box thinking to leadership.
13. Effectively demonstrates patience, empathy, and understanding while maintaining control of the contact.
14. Must be a “Team Player” and work cohesively with others internally and externally.
15. Ability to work and adapt in a constantly changing, fast-paced environment.
16. Assignments include both routine and non-routine work.

Qualifications:

1. Previous experience in travel (preferably business travel) with a solid understanding of fares and ticketing rules for car, air, and hotel.
2. Professional communication skills both written and verbal.

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