Main responsibilities

Customer Feedback Handling
o Provides high level of service to both customers and CWT by researching and
resolving customer issues within the defined SLAs negotiating results that best serve
both CWT and the client
o Provide clear, thorough and unbiased investigation of customer issues using all
available resources and tools.
o Address all customer feedback in accordance with CWT policy whilst maintaining the
highest levels of both oral and written communication with all parties
o Work closely with Traveler Experience, Customer Teams other internal stakeholders
to resolve Customer Service Issues through a closed loop process.
o Ensure all opportunities are explored to promote a mutually beneficial cost avoidance
approach
o Work with CWT and/or client preferred suppliers to support timely resolution of
customer complaints
o Demonstrate strong root cause investigation/problem solving abilities

Qualifications

Experience education:
• Experience
o 2 years working experience as travel counselor or customer service environment
o Strong communication skills

• Languages
o Local language and business English fluent, both written and oral (additional languages
are a plus)

• Knowledge, skills and abilities (KSAs)
o Strong communication skills both written and oral
o Strong organization/time management skills and good attention to detail
o Knowledge of relevant GDS (multi-GDS is a plus)
o Analytical with ability to solve problems
o Aptitude to build relationships, develop trust and foster confidence with both internal
and external stakeholders
o Good knowledge of MS office
o Understanding of booking processes and tools
o Customer focused with ability to take unbiased view
o Ability to work autonomously with a strong sense of accountability
o Must demonstrate and maintain the highest level of professionalism at all times

• Education
o High School Diploma or equivalent

Qualifications

Experience education:
• Experience
o 2 years working experience as travel counselor or customer service environment
o Strong communication skills

• Languages
o Local language and business English fluent, both written and oral (additional languages
are a plus)

• Knowledge, skills and abilities (KSAs)
o Strong communication skills both written and oral
o Strong organization/time management skills and good attention to detail
o Knowledge of relevant GDS (multi-GDS is a plus)
o Analytical with ability to solve problems
o Aptitude to build relationships, develop trust and foster confidence with both internal
and external stakeholders
o Good knowledge of MS office
o Understanding of booking processes and tools
o Customer focused with ability to take unbiased view
o Ability to work autonomously with a strong sense of accountability
o Must demonstrate and maintain the highest level of professionalism at all times

• Education
o High School Diploma or equivalent