Subject Mater Expert

3 days ago

Taguig, National Capital Region, Philippines CWT Full time ₱1,200,000 - ₱2,400,000 per year

Qualifications


• Excellent customer service skills 


• Minimum 2-3 years of a Team Supervisory role in the travel industry or customer related industry with similar processes and goals


• GDS knowledge/ Work Force Management / Fares and Industry Knowledge  - Preferable

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.

Learn about our travel counselor opportunities and start your journey.

The mission of the CWT Travel Counselor is to "Deliver the Perfect Trip" so that CWT can sustain optimum results for clients and shareholders.  You are specifically responsible for delighting the traveler/travel arranger, building commercial value, and strengthening the CWT brand in a way that balances the requirements of all stakeholders and positions our workforce as a key differentiator for our business.

Position Responsibilities


• Act as the main point of contact in the absence of the supervisor


• 50% of the time will be spent doing front line work, and 50% will be for floor support


• Liaise with the team for any scheduled/unscheduled tool downtime or technical issues


• Aid in the investigation of customer service (CWT Listens, Post call survey, Internal/External escalation) issues by researching through transactional history (eg. Moxie or PNR), and call recording when necessary


• Help the manager and supervisor in closely monitoring phone and email service levels, and real-time adherence


• Assist with new client implementations by making full use of his/her technical GDS skills


• Provide feedback to manager and supervisor based observations, and FAQs from the agents


• May be asked to create guides to be used for new-client rollout or refresher training sessions


• Providing refresher training, transfer of knowledge, mentoring and best-practice sharing based on strengths and areas for improvement


• Assists in updating and maintaining of process and client related documents (e.g. SOPs, STAR, BAR, Account Briefing form, clue card, Travel updates and Airlines Fares sheet)


• Weekly Quality audits via silent monitoring (recorded or live calls)

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