VIP Travel Experience Counselor III

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 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

• High School diploma.
• 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.
• Strong attention to detail.

Work Arrangement: Home
Employment type: Standard
Job Family: Travel Counselors
Scope: Global
Travel: No
Shift: Rotating
Organization: TX_Operations_All Countries (Non-GSC)
Job Posting: Nov 13, 2024
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Management and Manufacturing
Industries: Travel Arrangements