Technical Service Center Specialist

Taguig - Philippines

Monthly Salary: PHP 1 - 3

Posted on: 30-08-2025

Vacancies: 1 Vacancy

Job Summary

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 thats 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

Required Experience:

Position RequirementsExcellent customer service skills1-3 years of relevant work experience in a call centerGood communication skillsAbove average spoken and written English skillsOn line booking tool/GDS knowledge a plusTechnical skills a plusAttention/Eye for detailNo specific ratio defined for ca...