Travel CounselorAfterhours AU NZ

Qualifications:

Excellent customer service skills

1-3 years of relevant work experience for a Corporate Travel account

Good communication skills

Online booking tool/GDS knowledge

Open to work in 24X7 environment

Ability to multi task

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 opportunities and start your journey.

Main responsibilities

You delight the traveler/travel arranger

Listen and lead the conversation to solve problems in a timely manner with all types of customers in all circumstances.

Connect with the caller to build trust and credibility

Be a trusted advisor by offering informed and insightful recommendations which provide the very best traveler experience in each situation.

You build CWTs commercial value

Sell products that are of commercial value to CWT and contribute to CWTs profitability.

Remain current on value we provide to each customer.

Adapt and change as requirements of the business change.

You strengthen the CWT brand

Represent the CWT brand in how you work on a day-to-day basis.

Embrace new technology and ways of working that promote flexibility to adjust quickly to shifting needs of the business.

Build loyalty to CWT by ensuring consistency of service delivery around the globe in a way that compliments the unique travel policy of each client with interaction to make each traveler/travel arranger feel special. 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 Time Resolution (FTR) 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 Talisma 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 traveler 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