Customer Service Representative II

Job Summary Customer Service Representative II – Full time, United States (US, Virtual, NOAM) 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. Key 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 Flexible working hours and work‑from‑home or remote opportunities. Opportunities to grow your skill set and career. Generous vacation days to 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. Compensation 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. Equal Opportunity We are committed to providing reasonable and necessary accommodations for all employees. For accommodation requests, contact our Talent Acquisition department at View email address on click.appcast.io. #J-18808-Ljbffr