Customer Service Representative II

About the Role

Responsible for resolving escalated customer issues, identifying root causes, ensuring timely customer communication and resolution, performing quality control audits, 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.

Qualifications

• 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.

Benefits & Pay

• 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.
• Salary range for candidates in applicable jurisdictions in the US: $55,000 – $63,000 (actual pay depends on skills, qualifications, experience, and geographical location).

About Us

BCD Travel helps companies travel smart and achieve more. We drive program adoption, cost savings and talent retention through digital experiences that simplify business travel. Our 15,000+ dedicated team members service clients in 170+ countries as we shape a sustainable future for business travel. BCD's leading meetings and events management and global consultancy services complete our comprehensive suite of solutions for all aspects of corporate travel. In 2024, BCD achieved US$22.9 billion in sales.