Travel Experience Counselor II

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

Working from home and being part of a strong Energy Resources and Marine Team, you will provide a range of solutions for our client’s travel needs.

Main Responsibilities

• 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 for global clients.
• 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.
• Take responsibility for each interaction and be 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).
• Resolve complex problems/escalations including non‑standard and multi‑destination, 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

• 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 preferable.

Seniority level

Not Applicable

Employment type

Full‑time

Job function

Management and Manufacturing

Industries: Travel Arrangements