Travel Counselor_Afterhours AU NZ
Travel Counselor_Afterhours AU NZ
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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
Employment Type
Full Time
