Offer summary

Qualifications:

Minimum of 3 years experience in the travel industry., Strong international fares knowledge, preferably in Energy Resources and Marine (ERM)., Excellent customer service skills and superior written and verbal communication abilities., Familiarity with Sabre GDS is preferred but not essential as training will be provided..

Key responsabilities:

Book travel and accommodation for ERM clients in a high-touch service environment.

Provide full domestic and international consulting services while adhering to client travel policies.

Resolve complex travel issues and manage customer complaints with professionalism and care.

Proactively assist team members and contribute ideas for improving traveler experiences.

Job description

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 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
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

All About You:

Experience in 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
Sabre GDS is preferrable

Required profile