Technical Service Center Specialist
Technical Service Center Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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
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)
Required Experience:
Unclear Seniority
Employment Type
Full Time
