CWT Job - 30567614 | CareerArc
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Company: CWT
Location: Makati, NCR, Philippines
Career Level: Associate
Industries: Travel, Tourism

Description

CWT is a global leader specializing in business travel management and our travel counselors know that teamwork and great results have no boundary. We are proud to have been named the most admired Travel Management Company – and we are even more proud that we achieved it together. Whether we are booking government travel, advising on international security or establishing relationships with global corporations, we work as a family. We support each other. We grow as a team. And to us, that's what makes a world of difference. Learn about our opportunities and start your journey.
Main responsibilities
You delight the traveler/travel arranger
•Listen and lead the conversation to solve problems in a timely manner with all types of customers in all circumstances.
•Connect with the caller to build trust and credibility
•Be a trusted advisor by offering informed and insightful recommendations which provide the very best traveler experience in each situation.
You build CWT's commercial value
•Sell products that are of commercial value to CWT and contribute to CWT's profitability.
•Remain current on value we provide to each customer.
•Adapt and change as requirements of the business change.
You strengthen the CWT brand
•Represent the CWT brand in how you work on a day-to-day basis.
•Embrace new technology and ways of working that promote flexibility to adjust quickly to shifting needs of the business.
•Build loyalty to CWT by ensuring consistency of service delivery around the globe in a way that compliments the unique travel policy of each client with interaction to make each traveler/travel arranger feel special. Assist travelers with queries on online booking tools/customer travel profile
•Handle both calls and e-mails involving technical troubleshooting for issues pertaining to online booking tools and travel profile set ups
•Ensure that calls and e-mails are handled with sensitive approach towards SLA
•Ensure that "First Time Resolution" (FTR), is provided or proper escalation protocol followed
•Ensure that tickets are logged on Service Now, for all calls and e-mail interactions
•Provide and maintain a high level of Customer Satisfaction
•Ensure that Proper follow up is done on issues escalated to Level 2, till the issue is closed (Ownership)
•Adherence to accurate Service Now ticket log procedure
•Adherence to Talisma Mail Management process
•Ensure team and effective communication is displayed all times (High on Voice Capabilities)
•Ensure that Key performance indicators like; quality/AHT are achieved consistently
•Ensure that the traveler is provided resolution in minimum possible time by coordinating with concerned departments
•Ensure expected login hours delivered on daily basis
•One should foster ethical environment and respect company policies

Qualifications

CWT is a global leader specializing in business travel management and our travel counselors know that teamwork and great results have no boundary. We are proud to have been named the most admired Travel Management Company – and we are even more proud that we achieved it together. Whether we are booking government travel, advising on international security or establishing relationships with global corporations, we work as a family. We support each other. We grow as a team. And to us, that's what makes a world of difference. Learn about our opportunities and start your journey.
Main responsibilities
You delight the traveler/travel arranger
•Listen and lead the conversation to solve problems in a timely manner with all types of customers in all circumstances.
•Connect with the caller to build trust and credibility
•Be a trusted advisor by offering informed and insightful recommendations which provide the very best traveler experience in each situation.
You build CWT's commercial value
•Sell products that are of commercial value to CWT and contribute to CWT's profitability.
•Remain current on value we provide to each customer.
•Adapt and change as requirements of the business change.
You strengthen the CWT brand
•Represent the CWT brand in how you work on a day-to-day basis.
•Embrace new technology and ways of working that promote flexibility to adjust quickly to shifting needs of the business.
•Build loyalty to CWT by ensuring consistency of service delivery around the globe in a way that compliments the unique travel policy of each client with interaction to make each traveler/travel arranger feel special. Assist travelers with queries on online booking tools/customer travel profile
•Handle both calls and e-mails involving technical troubleshooting for issues pertaining to online booking tools and travel profile set ups
•Ensure that calls and e-mails are handled with sensitive approach towards SLA
•Ensure that "First Time Resolution" (FTR), is provided or proper escalation protocol followed
•Ensure that tickets are logged on Service Now, for all calls and e-mail interactions
•Provide and maintain a high level of Customer Satisfaction
•Ensure that Proper follow up is done on issues escalated to Level 2, till the issue is closed (Ownership)
•Adherence to accurate Service Now ticket log procedure
•Adherence to Talisma Mail Management process
•Ensure team and effective communication is displayed all times (High on Voice Capabilities)
•Ensure that Key performance indicators like; quality/AHT are achieved consistently
•Ensure that the traveler is provided resolution in minimum possible time by coordinating with concerned departments
•Ensure expected login hours delivered on daily basis
•One should foster ethical environment and respect company policies


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