CWT Job - 30674608 | CareerArc
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Company: CWT
Location: Makati, NCR, Philippines
Career Level: Associate
Industries: Travel, Tourism



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 even if the person is unknown.

• 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.

Position Responsibilities:

• Would be handling a team of 15 travel counselors (Upto 15) in an effective manner to ensure Quality of service and SLA's are maintained

• Ensure internal and external communication and vendor updates are downloaded to the team on timely basis by performing weekly Team huddles

• Conducting “One-On-One” feedback sessions with the team members on monthly basis

• Responsible for creating “Monthly Incentive Plans” for the team/member foster customer satisfaction and Operation delivery at its best

• Handling CWT Surveys – to ensure that the CSAT targets met for the company

• Assisting WFM in weekly roster creation of team according to their skill set and call volumes

• Key point of contact for all customer queries and resolutions. Main focus is to resolve and analyze their feedbacks/escalations and formulate an action plan to put into operational use and improvement

• Playing a key role in the daily work flow management for the team

• Assess, monitor and drive team work with the aim of even distribution of workload

• Active involvement in the Quality and operational functioning of the team- Random call/PNR calibrations and audits

• Sharing observations and common errors found in calls/emails audits with the team for their continuous improvement

• Conduct weekly Conference Calls with the overseas clients to discuss process updates and progress, team's performance and other aspects of business

• Ensure that all team members are aware of all travel policy and service level requirements.

• Process Improvement Initiatives to deliver best quality to CWT Corporate clients

• Managing people issues in the team to drive professional behavior

• Assist travellers with queries on online booking tools/customer travel profile over the phone and e-mails as and when required and taking supervisory calls

• 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 Service Now ticket compliance, for all calls and e-mail interactions

• 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 (Push Vs Pull ratio)

• 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 traveller 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


Position Requirements:

• Excellent customer service skills

• 1-3 years of relevant work experience in a travel vertical

• Good communication skills

• On line booking tool/GDS knowledge - Preferable

• Attention/Eye for detail

• No specific ratio defined for call and e-mail volume to be handled (Both are in scope)

• Open to work in 24X7 environment ( No shift roll over pattern followed only business requirement)

• Ability to multi task

• You will be part of Technical Service Center, irrespective of client / line of business (though the core responsibility may vary or can change with prior notice)

• Minimum typing speed of 25 words per minute

• One has to clear the Versant test

 Apply on company website