ERM Specialist Travel Experience Counselor II

Purpose Of The Role

To provide specialized expertise to clients via multiple channels Service clients that are designated as elite VIP travellers, providing high touch and personal travel customer service.

Complete travel arrangements through GDS or online self-booking tool within CWT and client guidelines,

meeting the standards of excellent customer service.

Main Responsibilities

• Create or modify domestic and international reservations for clients to include air, hotel, and ground transportation for VIP travellers.
• Advise clients of international travel requirements, such as visas, passports, and immunization
• Creates and completes travel arrangements (car, hotel, air, rail) for a single client working on multiple PCC’s.
• Research and consult with client in relation to Group travel requests.
• Issue payment instructions to hotels via secure payment.
• Sells products that are of commercial value to CWT and contribute to CWT’s profitability; sells “add on” attachments (hotel, other); upsells targeted areas of travel that can include ERM fares.
• Acts as a trusted advisor by offering informed and insightful recommendations which provide the best traveler experience in each situation.
• Resolves moderately complex problems with potentially non-standard and multi destinations, ticket exchanges and complex fares.
• Escalates more complex problems to more experienced staff.
• Assignments include both routine and non-routine work.
• Working as an individual and part of a team to exceed client expectations.
• Work from home and/or hybrid working available in Warrington office.

Qualifications

Experience & education:

Experience

• High School diploma
• 3-5 years of experience working in a customer service environment that includes 3+ year as a travel counselor

Knowledge, Skills And Abilities (KSAs)

• Attention to detail is paramount.
• Excellent travel industry knowledge
• Skilled in GDS and other booking tools used by CWT.
• Has VIP specialist skillset.
• ERM marine knowledge & crew rotations an advantage
• Shift & on-call opportunities available
• Excellent knowledge of Microsoft Office products (Excel, PowerPoint, Word).
• Strong knowledge of international pricing rules and procedures.
• Excellent oral/written communication skills to communicate internally and externally specifically via telephone.
• Excellent customer service skills.
• Good problem-solving skills.
• Ability to be self-motivated and work independently and within teams.
• Ability to set priorities and work in a fast-paced, multi-project environment.