CWT is one of the world's leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected - anywhere, anytime, anyhow - and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience.

Joining us means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment.

In the Traveler Experience organization, we provide more than just a booking. Through the combination of people and technology, we are focused on the complete travel experience - delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company and we will get there by moving forward together.

Position Overview

We are looking for THE BEST OF THE BEST - an elite group of seasoned travel counselors with amazing energy, VIP experience, and global mindset to be part of our newly formed, first ever, 24x7 Follow the Sun, Global VIP Elite team. This is an exciting opportunity to be part of a new, very in-demand offering at CWT.

* Traveler Experience Operations (TX) is seeking positive, energetic, highly-skilled, customer-focused, senior-level travel counselors to join our VIP shared team and form the North American squad of a fully global team.

* This global team, made up of counselors in North America, Europe and Asia, operates 24x7x365 provides end-to-end, full scope, travel services for the highest level travelers of our client accounts.

* The right candidates must have the ability to thrive as a positive individual contributor in a high-touch, complex interaction, global environment

* Shift hours 7p-7a M-F CT and all weekends/holidays will be eligible for shift premium pay (differential)

* We are looking for highly motivated and customer-focused travel counselors to work shifts 7 days a week/365 days a year

Position Description

* Creates and accurately completes complex travel requests (air, hotel, car, car service, rail) for high touch accounts and top tier travelers (experience with VIP, Concierge and/or other specialized trips and traveler types is critical). Travelers may reside in any country/region in the world where this English-speaking only offering is promoted.

* Proactively offers best options based on client travel policy and traveler 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 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

* Proactively assists the team and other team members in resolving problems, learning and research

* 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 - in a Global capacity. Peers will reside in other countries around the world.

* May function as a SME with specific client knowledge and/or GDS/systemic knowledge

* May be required to work in a dual-desktop and/or dual-GDS capacity as the service offering is developed.

* May be asked to support general travelers as needed due to company/client priorities

* Ability to work and adapt in a constantly changing, fast paced environment

* Provides new ideas, feedback and out of the box thinking to leadership

* Expert at selling products that are of commercial value to CWT and contribute to CWT's profitability where it aligns with customer requirements

* Assignments include both routine and non-routine work

Position Requirements

Experience Required

* High School diploma

* 7+ years of experience working in a customer service environment that includes 5+ years as a travel counselor

Knowledge, skills and abilities

* Excellent working knowledge of the travel industry, application of client travel policies, procedures, and processes (including complex international reservations and changes)

* Impeccable customer service skill set and error-free %

* Strong verbal and written communication skills

* Positive, flexible, motivated and team/big picture oriented - thinking beyond our team

* Strong attention to detail

* Great active listening and information gathering skills

* Proactive consultant - solutions oriented and accountable

* Has specialist skillset and experience as a travel counselor in the areas of VIP, Concierge, and/or other specialty travel

* Highly skilled on Sabre GDS preferred, Amadeus also desired

* 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 including nights, weekends, holidays and adjust shifts as needed for coverage

* Experience using the internet as a resource (opening web pages, searching for information)

* Typing ability should be 35 words per minute, minimum

* Microsoft Outlook, Word, and Excel

CWT is 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.

CWT also offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.