The Traveler Counsellor role is to deliver exceptional travel service experience for our Corporate and Business Travel Customers by providing creative and timely travel solutions, using available tools and technology as needed.

It is a high touch service environment, where you will have true accountability for the service relationship and customer experience.

The role will form part of a highly skilled team of Corporate Travel Counsellors working virtually from home. The role will report to a Team Coach.

Worldwide Remote – India, Mexico, Poland, Germany, Hungary, Sweden, Spain, Thailand etc.

Key accountabilities

  • Act as Travel Advisor and Consultant to Corporate Business travelers. This may include individual corporate travelers or groups of corporate travelers
  • Act as the point of sale on all travel requirements, arranging both routine and complex domestic and international business travel for air, road, rail and accommodation, utilising various Global Distribution Systems (GDSs) (Sabre/Apollo/Amadeus)
  • Provide consultative advice, solutions and recommendations. This includes conducting analysis and research on the best available fare/routing, and ensuring preferred air carrier and partners are recommended, whilst ensuring adherence to the customers agreed travel policy and requirements
  • Ensure customer travel profiles are detailed and accurate, following internal compliance and regulatory requirements for all customers and locations supported
  • Manage the booking process through the ticketing and order fulfilment, either over the telephone or via email or back office systems and servicing platforms. This may involve some requirement to discuss different currency and payment methods and options
  • Operate in a telephony and potentially an email/back-office servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics), and driving key partnerships and sale of preferred air and hotel partners
  • Use positive telephone service techniques; act on special customer requests and maintain excellent client relations
  • As a Travel Counsellor, you are also accountable for ensuring you meet the servicing of your nominated account or clients travel requirements, whilst adhering to your nominated call schedule daily, and reporting any variances in the workforce management scheduling tool to your Team Coach
  • Coach, develop and mentor more junior Travel Counsellor colleagues in the team as needed


(apply even if you don’t have all of these)

  • Likely to have at least 2 years’ corporate travel counsellor experience, including detailed understand of fares and ticketing rules, both domestic and international, land, air and sea travel
  • Understanding and awareness of partner products and services, such as airline, hotel and vehicle or rail services
  • Experience in working with at least one Global Distribution System (GDS) such as Sabre, Travel port or Amadeus
  • Could have some leisure, airline reservation, or other travel experience
  • Experience working in a team
  • Experience working in a high touch service environment where performance is measured through both customer satisfaction as well as through meeting and exceeding key revenue and servicing targets

Skills and Competencies

• Passion for Excellence in Client Service
• Professional Communication – both written and verbal
• Attention to detail – ability to act with integrity, and deal sensitively with personal and confidential traveler information
• Native GDS expertise
• Problem Solving, with a process improvement mindset
• Change ready
• Able to work under pressure and multi-task while maintaining a professional rapport
• Act with a sense of urgency and adherence to carefully managing call time
• Learning agility and openness to feedback
• Working as a team and self-motivation


Worldwide Remote – India, Mexico, Poland, Germany, Hungary, Sweden, Spain, Thailand etc.

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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