Note: The job is a remote job and is open to candidates in USA. BCD Travel is a company that helps businesses travel smart and achieve more. They are seeking a Customer Service Representative II responsible for resolving escalated customer issues, ensuring timely communication, and driving continuous improvement to achieve service and business performance goals.
Responsibilities
- Handle customer travel requests accurately using BCD Travel tools and systems
- Strong knowledge of travel industry products (air, hotel, car) and client travel policies
- Research, resolve, and document customer issues and complaints within established timelines
- Deliver exceptional customer service through empathy, effective communication, and problem-solving
- Maintain high quality standards by following BCD Travel policies, procedures, and service guidelines
- Meet or exceed individual and team performance goals and KPIs
- Communicate professionally with customers, vendors, and internal teams, both verbally and in writing
- Manage follow-up activities and keep customers informed of issue status and resolution
- Collaborate effectively with team members and contribute to continuous process improvement
- Demonstrate strong attention to detail, active listening, and accurate record-keeping
- Adhere to client service level agreements (SLAs) and quality control requirements
Skills
- Customer service experience handling complex inquiries and issue resolution
- Strong problem-solving skills, attention to detail, and ability to manage multiple priorities
- Travel industry experience, including proficiency with airline reservation systems and knowledge of ARC/BSP regulations
- Experience with GDS Amadeus
- Excellent communication skills, customer-focused approach, and positive professional attitude
- Ability to work independently, use sound judgment, and maintain flexibility with work schedules
- Handle customer travel requests accurately using BCD Travel tools and systems
- Strong knowledge of travel industry products (air, hotel, car) and client travel policies
- Research, resolve, and document customer issues and complaints within established timelines
- Deliver exceptional customer service through empathy, effective communication, and problem-solving
- Maintain high quality standards by following BCD Travel policies, procedures, and service guidelines
- Meet or exceed individual and team performance goals and KPIs
- Communicate professionally with customers, vendors, and internal teams, both verbally and in writing
- Manage follow-up activities and keep customers informed of issue status and resolution
- Collaborate effectively with team members and contribute to continuous process improvement
- Demonstrate strong attention to detail, active listening, and accurate record-keeping
- Adhere to client service level agreements (SLAs) and quality control requirements
Benefits
- Flexible working hours and work-from-home or remote opportunities
- Opportunities to grow your skillset and career
- Generous vacation days so you can rest and recharge
- A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
- Travel industry professional perks and discounts
- An inclusive work environment where diversity is celebrated
Company Overview