Customer Experience Executive
Customer Experience Executive
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Quality Assurance work experience/background is a plus
Fluent in English written and oral Multi-lingual is a plus
At least one GDS environment knowledge (multi-GDS a plus)
Knowledgeable with MS Office
Strong Presentation skills
Management report preparation
Excellent organizational and analytical ability for process mapping and thinking out-of-the-box for new and better ways of doing business
Demonstrate pro-active and can do solution driven approach
Display initiative and ownership
Capable of making sound judgments
Rigorous well organized and self-motivated
MAIN OBJECTIVE
This role will operate within a centralized APAC Customer Experience function for the Traveler Services team. This role will have the sole responsibility to own and drive improved customer experience based on feedback received from CWT clients through the various feedback mechanisms (e.g. CWT LISTENS CWT Post Call Survey). The role will also provide analysis and reporting for the Customer Experience metrics (e.g. LYX) and be the APAC owner for CWT Resolve to ensure all feedback is recorded and responded to within established SLAs.
Position Main Responsibilities:
Provide clear thorough and unbiased investigation of customer issues using all available resources and tools.
Ensure right ownership of customer issues by issuing Corrective Action Request to responsible parties.
Work closely with Traveler Services Program Management & other internal stakeholders in ensuring Root Cause Corrective and Preventive actions identified in CAR forms are strong and effective.
May be cross-skilled for Quality Monitoring.
Employment Type
Full Time
