Carlson Wagonlit Travel is one of the global leading companies in Business Travel. With decades of experience backed by industry-leading technology, we provide world-class corporate travel management. But what really makes us stand out from the crowd is our team of business travel agents – trusted experts who make life easier and provide complete peace of mind.
We are looking for motivated, high energy, self-starter talent to join CWT as a Travel Counselor in Italy (Multiple locations possible). Your mission as CWT Travel counselor is to deliver the perfect trip so that CWT can sustain optimum results for clients and shareholders. You are responsible for delighting the traveler, building commercial value, and strengthening the CWT brand in a way that balances the requirements of all stakeholders and positions our workforce as a key differentiator for our business.
Main objective / Context
As Business Travel Counselor you will manage travel arrangements within CWT and Client guidelines, meeting the standards of excellent customer service
In other words, your main responsibilities include:
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Manage the reservation process
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Create or modify domestic and international reservations for Clients to include air, hotel, and ground transportation in accordance to the Travel Policy of the Client
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Guarantee the highest service level and attention for Customer
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Interact with kindness, speed and efficiency
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Respect SLA, follow CWT procedures, guidelines, and standards in building Passenger Name Records, utilization of tools, productivity, accuracy of work, and attendance
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Support one or more accounts
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Interact with Traveler or Travel Arranger and provide support for customer service
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Utilize CWT preferred vendors to maximize profit and ensure compliance with the Clients’ Travel Policy
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Perform other duties as assigned
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Delight the traveler/travel arranger
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Listen and lead the conversation to solve problems in a timely manner with all types of customers in all circumstances
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Connect with the caller to build trust and credibility even if the person is unknown
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Be a consultant and trusted advisor by offering informed and insightful recommendations which provide the very best traveler experience in each situation
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Build CWT’s commercial value
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Sell products that are of commercial value to CWT and contribute to CWT’s profitability
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Remain current on value we provide to each customer
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Adapt and change as requirements of the business change
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Strengthen the CWT brand
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Represent the CWT brand in how you work on a day-to-day basis
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Embrace new technology and ways of working that promote flexibility to adjust quickly to shifting needs of the business
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Build loyalty to CWT by ensuring consistency of service delivery around the globe in a way that compliments the unique travel policy of each Client with interaction to make each traveler/travel arranger feel special
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Experience in the travel industry in a similar position
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Proven ability to create international travel arrangements including air, hotel and ground transportation (at least 80% of transactions will be multi-segment, multi-destination international itineraries)
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Understanding and expertise in international travel requirements, i.e. visas, passports and immunization requirements
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Ability to work in a multicultural environment
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English intermediate
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Great written and verbal communication skills
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Customer focused and service oriented
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Problem solver and results-driven
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Knowledge of GDS (Galileo, Amadeus, Sabre)