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 situationProactively offers best options based on client travel policy and requirements for each interactionResponds to requests (phone, email, chat) promptly, completely, and professionallyAccurately 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 contactMay 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 globallyAbility 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 researchProvides new ideas, feedback and out of the box thinking to leadershipUses 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 environmentAssignments include both routine and non-routine work

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Qualifications:

High School diplomaPrevious experience in travel (preferably business travel) with a solid understanding of fares and ticketing rules for car, air, and hotelGDS expertise (Sabre or Amadeus)Professional communication skills both written and verbalStrong attention to detail

Qualifications:

High School diplomaPrevious experience in travel (preferably business travel) with a solid understanding of fares and ticketing rules for car, air, and hotelGDS expertise (Sabre or Amadeus)Professional communication skills both written and verbalStrong attention to detail