Job Description - Travel Experience Counselor II (2500004M)
Purpose of the role:
Our Traveler Experience (TX) team is seeking a highly skilled and experienced Travel Counselor to join our ERM team. Counselors work in a high-touch service environment to book travel and accommodation for all ERM clients.
About the opportunity:
Your opportunity at CWT is working in a strong Energy Resources and Marine Team, based in the UK where we have both an office location and work from home. Our ERM Team provides a range of solutions for our client’s travel needs and you have an opportunity to be part of our team.
Main Responsibilities:
* Role is WFH or based out of Warrington office
* Currently 0830-1700 Monday – Friday – subject to change
* Required to work Bank Holidays
* ERM fares knowledge is preferred but training will be provided.
* Hotel bookings- Rotational, multi guests into same or similar properties offering additional services such as billback, car parking, meals and laundry.
* Provide full Domestic and International consulting service Global client.
* Be able to provide and maintain a high level of customer service.
* Process and complete travel requirements as requested by corporate clients in accordance with their travel policy and relevant Service Level Agreement (SLA). This covers all aspects of a corporate travel consultant role, not limited to air, car and hotel, with opportunities to learn new processes.
* Perform in a proactive manner displaying initiative and ownership, integrity, care, and passion in all you do
* Taking responsibility of each interaction and being able to problem solve and provide relevant and accurate information in a timely manner for client queries
* Regular travel workshops, supplier and CWT training provided
* Creates and accurately completes complex travel requests (car, hotel, air, rail) for ERM 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 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
* 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
All About You:
* Experience in the travel industry min 3 years
* Strong International fares knowledge (ERM preferred but not essential, as full training will be provided)
* Strong customer service experience is required
* Superior written and verbal communication
* Your values resonate with CWT Values - Leadership, Integrity, Passion and Care
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