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Start your journey with BCD: Grow, connect, collaborate and celebrate with our global team. Customer Service Representative II Full time, United States. This role requires schedule flexibility. While the exact shift assignment has not yet been confirmed, selected candidates may be assigned to different shifts according to business needs. 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.

As Customer Service Representative, you will:

• 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.

About you:

• 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.

What we offer you:

• 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.

At BCD Travel, we work with highly motivated and passionate people. We value open communication, collaboration, and a flexible work-life balance. We offer unique, often global, experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe.

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.

The salary range for candidates in applicable jurisdictions in the US for the position of Customer Service II is between $55,000 and $63,000. The actual pay depends on your skills, qualifications, experience and geographical location.

We're dedicated to building a diverse, inclusive and authentic workplace. If you're excited about a role, but your experience doesn't align perfectly, we still encourage you to apply. We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively. For accommodation requests or further information, contact our Talent Acquisition department at careers@bcdtravel.com.