Customer Service Representative II

Job Summary<br />Customer Service Representative II – Full time, United States (US, Virtual, NOAM)<br /><br />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.<br /><br />Key Responsibilities<br /><br />Handle customer travel requests accurately using BCD Travel tools and systems.<br /><br />Strong knowledge of travel industry products (air, hotel, car) and client travel policies.<br /><br />Research, resolve, and document customer issues and complaints within established timelines.<br /><br />Deliver exceptional customer service through empathy, effective communication, and problem solving.<br /><br />Maintain high quality standards by following BCD Travel policies, procedures, and service guidelines.<br /><br />Meet or exceed individual and team performance goals and KPIs.<br /><br />Communicate professionally with customers, vendors, and internal teams, both verbally and in writing.<br /><br />Manage follow‑up activities and keep customers informed of issue status and resolution.<br /><br />Collaborate effectively with team members and contribute to continuous process improvement.<br /><br />Demonstrate strong attention to detail, active listening, and accurate record‑keeping.<br /><br />Adhere to client service level agreements (SLAs) and quality control requirements.<br /><br />Qualifications<br /><br />Customer service experience handling complex inquiries and issue resolution.<br /><br />Strong problem‑solving skills, attention to detail, and ability to manage multiple priorities.<br /><br />Travel industry experience, including proficiency with airline reservation systems and knowledge of ARC/BSP regulations.<br /><br />Experience with GDS Amadeus.<br /><br />Excellent communication skills, customer‑focused approach, and positive professional attitude.<br /><br />Ability to work independently, use sound judgment, and maintain flexibility with work schedules.<br /><br />Benefits<br />Flexible working hours and work‑from‑home or remote opportunities.<br /><br />Opportunities to grow your skill set and career.<br /><br />Generous vacation days to rest and recharge.<br /><br />A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools.<br /><br />Travel industry professional perks and discounts.<br /><br />An inclusive work environment where diversity is celebrated.<br /><br />Compensation<br />The salary range for this position in the United States is between $55,000 and $63,000. Actual pay depends on your skills, qualifications, experience, and geographical location.<br /><br />Equal Opportunity<br />We are committed to providing reasonable and necessary accommodations for all employees. For accommodation requests, contact our Talent Acquisition department at [email protected].<br /><br />#J-18808-Ljbffr