Customer Experience Partner

Your ideas can drive the future of corporate travel. Join BCD and challenge the status quo!

 

Customer Experience Partner (Remote)

Full-time, United States

 

As a Customer Experience Partner, you will build relationships with our Elite members and their administrative assistants through regular communication and training. You will work with Program Managers and Operations to ensure these travelers are set up to have the best possible travel experience through BCD Travel. This role will educate members and internal teams on the Elite services offering.

 

You will build relationships with members and their admins to understand what services they can expect from BCD Travel 24/7 as one of our Elite travelers. This position will be a point of contact to educate our Elite traveler members and answer general service questions on behalf of BCD Travel. In the event of a service issue, you will be the primary point of contact for service resolution and recovery. As the Customer Experience Partner, you will partner with our Operations teams and put processes in place to ensure you are made aware of any unfulfilled or missed service expectations by BCD Travel or any other vendor involved in our customer’s travel. You will establish a communication channel internally and execute that communication proactively. You will handle the research, resolution, and reporting of any incidents associated with these travelers. You will have access to and manage a budget associated with this role for these travelers. 

 

As a Customer Experience Manager, you will

• Maintain updated knowledge of services provided by our operations teams
• Maintain updated knowledge of all tools and processes associated with concern resolution
• Proactively communicate with your portfolio of customers 
• Provide exceptional service recovery
• Track and report on the progress of initiatives 
• Participate in business initiatives associated with your portfolio of customers
• Be the primary point of contact for all internal teams when they have questions regarding the services provided for your customer segment
• Create and facilitate reoccurring education opportunities regarding services provided by you and our VIP / Elite services Specialty teams
• Partner with operations to ensure you are supporting them in the best way
• Look for opportunities to streamline and simplify the way we do business to improve consistent service delivery

 

About you

• You can navigate in Sabre, including booking processes and historical research
• You are receptive to feedback and can translate feedback into action
• Ability to instill confidence in others by demonstrating clear and confident knowledge of the business
• Proficient in Microsoft Office applications
• Ability to react, think on your feet, and offer solutions
• You have excellent attention to detail and follow-through
• Excellent communication skills, listening, written and verbal
• Travel is rare, but you should be able to travel as needed – no more than 20% of the time

 

About us 
We’re a market leader in travel management: We help people and companies travel smart and achieve more, and our clients include some of the world’s best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000+ people work virtually (because a 10-second commute usually makes awesome sense). We’re committed to sustainability and to driving success for our customers, our business and ourselves. Learn more about BCD Travel.  

 

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