*Purpose of the role:* The*Customer Care Specialist*reviews and analyzes customer feedback from multiple channels to identify the root cause and take appropriate action. Use the expertise of GDS and Travel Experience Counselor to investigate and resolve more complicated customer service issues. He provides a high level of service to both clients and CWT by investigating and resolving client issues within defined SLAs, negotiating outcomes that best serve both CWT and the client. *Main responsibilities:* * 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 * Provide clear, thorough and unbiased investigation of customer issues using all available resources and tools. * Address all customer feedback in accordance with CWT policy whilst maintaining the highest levels of both oral and written communication with all parties * Work closely with Traveler Experience, Customer Teams & other internal stakeholders to resolve Customer Service Issues through a closed loop process. * Ensure all opportunities are explored to promote a mutually beneficial cost avoidance approach * Work with CWT and/or client preferred suppliers to support timely resolution of customer complaints * Demonstrate strong root cause investigation/problem solving abilities #LI-Remote #LI-PS *Experience & education:* *Experience* * 2 years working experience as travel counselor or customer service environment * Strong communication skills *Languages* * Local language Swedish and business English fluent, both written and oral. * Additional NORDIC language/s is a plus *Knowledge, skills and abilities (KSAs)* * Strong communication skills both written and oral * Strong organization/time management skills and good attention to detail * Knowledge of Amadeus GDS (multi-GDS is a plus) * Analytical with ability to solve problems * Aptitude to build relationships, develop trust and foster confidence with both internal and external stakeholders * Good knowledge of MS office * Understanding of booking processes and tools * Customer focused with ability to take unbiased view * Ability to work autonomously with a strong sense of accountability * Must demonstrate and maintain the highest level of professionalism at all times *Education* * High School Diploma or equivalent **Job:** **Customer Care* **Organization:** **TX_CSE_Quality and Operational Excellence* **Title:** *Customer Care Specialist* **Location:** ** **Requisition ID:** *240000EN*