Job Information
Carlson Waginlit Travel Customer Care Specialist in United States
*Main responsibilities *
Customer Feedback Handling
oProvides high level of service to both customers and CWT by researching and
resolving customer issues within the defined SLAs negotiating results that best serve
both CWT and the client
o Provide clear, thorough and unbiased investigation of customer issues using all
available resources and tools.
o Address all customer feedback in accordance with CWT policy whilst maintaining the
highest levels of both oral and written communication with all parties
o Work closely with Traveler Experience, Customer Teams & other internal stakeholders
to resolve Customer Service Issues through a closed loop process.
o Ensure all opportunities are explored to promote a mutually beneficial cost avoidance
approach
o Work with CWT and/or client preferred suppliers to support timely resolution of
customer complaints
o Demonstrate strong root cause investigation/problem solving abilities
*Qualifications *
*Experience & education: *
• Experience
o 2 years working experience as travel counselor or customer service environment
o Strong communication skills
• Languages o Local language and business English fluent, both written and oral (additional languages are a plus)
• Knowledge, skills and abilities (KSAs) oStrong communication skills both written and oral o Strong organization/time management skills and good attention to detail o Knowledge of relevant GDS (multi-GDS is a plus) o Analytical with ability to solve problems o Aptitude to build relationships, develop trust and foster confidence with both internal and external stakeholders o Good knowledge of MS office o Understanding of booking processes and tools o Customer focused with ability to take unbiased view o Ability to work autonomously with a strong sense of accountability o Must demonstrate and maintain the highest level of professionalism at all times
• Education o High School Diploma or equivalent
Job: *Customer Care
Organization: *TX_CSE_Quality and Operational Excellence
Title: *Customer Care Specialist *
Location: Taguig
Requisition ID: 2400006D