Subject Mater Expert - NORAM
Subject Mater Expert - NORAM
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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 thats 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)
Employment Type
Full Time
