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Shared VIP Travel Experience Counselor
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Position overview

 

One of our largest TMCs is seeking a positive, energetic, highly-skilled, customer-focused, senior-level travel counselor to join our multi-client VIP team. This team provides end-to-end, full scope, travel services for the highest level travelers of our client accounts. 

 

Position Description

 

·        Creates and accurately completes complex travel requests (car, hotel, air, rail) for high touch accounts and top tier travelers (VIP, Concierge, Relocation 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 which provide the best traveler experience in each situation

·        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

 

Position Requirements

 

  • Experience
  • High School diploma
  • 7+ years of experience working in a customer service environment that includes 5+ years as a travel counselor
  • Previous experience servicing VIP travelers for at least 2 years

 

  • Knowledge, skills and abilities 
  • Strong verbal and written communication skills
  • Strong attention to detail
  • 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 and/or other specialty travel
  • Highly skilled on Sabre GDS
  • Able to 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
  • Microsoft Outlook, Word and Excel

 

We are committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.


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