Afterhours Travel Experience Counselor III, Concierge Services
CWT
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Afterhours Travel Experience Counselor III - Concierge Services (US Virtual)
CWT
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
SeniorLead
Tech Stack
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About the role
- CWT is a leading digital travel management company; role is a Senior-level travel counselor to join Concierge Executive After Hours team.
- This is a 24x7x365 NORAM team providing flight monitoring and travel services for high-level travelers (C-level, board of directors, executive admins, family members).
- Position overview and responsibilities: monitors flights for disruptions; communicates with traveler; updates ground transportation and hotel vendors as needed.
- Creates and accurately completes complex travel requests (car, hotel, air, rail) for high touch accounts and top tier travelers (VIP, Concierge, Board of Directors and/or other specialized trips and traveler types).
- Proactively offers best options based on client travel policy and requirements for each interaction.
- Acts as a trusted advisor by offering informed and insightful recommendations.
- Responds to requests promptly, completely, and professionally; demonstrates professional customer service and problem resolution.
- Builds rapport and works with third-party vendors; may function as SME with client knowledge.
- May manage first level customer complaints/escalation and resolve escalations including non-standard/multi-destination itineraries.
- Requires ability to thrive in high-touch, complex interaction environment; uses correct grammar; teamwork; adaptability.
- Requires expertise with Sabre GDS and travel policy knowledge; 7+ years experience in travel counseling; strong communication and tech skills.
Requirements
- High School diploma
- 7+ years of recent experience working in a customer service environment that includes 5+ years as a travel counselor
- Knowledge, skills and abilities: Highly skilled in Sabre GDS
- Strong verbal and written communication skills
- Strong attention to detail
- Personal ownership and follow through
- Ability to build strong relationships based on trust and repeated top-notch booking experiences
- Great active listening and information gathering skills
- Proactive consultant - solutions oriented and accountable
- Excellent working knowledge of the travel industry, application of client travel policies, procedures and processes ( including complex international reservations and changes )
- Has specialist skillset and experience as a travel counselor in the areas of VIP, Concierge , Relocation Recruit and/or other specialty travel
- Able to efficiently use current technology and easily adapt to changes in technology as they come.
- Must be able to thrive in an ever-changing technical environment.
- Ability to work flexible hours and adjust shift as needed for coverage. This is a24x7x365 account. Weekends and Holidays are included.
- Microsoft Outlook, Word and Excel
