Technical Service Center Specialist

3 days ago

Taguig, National Capital Region, Philippines CWT Full time ₱250,000 - ₱500,000 per year

Position Requirements


•Excellent customer service skills


•1-3 years of relevant work experience in a call center


•Good communication skills


•Above average spoken and written English skills


•On line booking tool/GDS knowledge a plus


•Technical skills a plus


•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)


•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)

Carlson Wagonlit Travel (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.

Position Responsibilities


•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 Level Resolution" (FLR), 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 Service Now and Moxie 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 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

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