Job Description

Operations Support Specialist II - (220000PW)

• Delight the traveller/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 even if the person is unknown.
  • Be a trusted advisor by offering informed and insightful recommendations which provide the very best traveller experience in each situation.
  
  
• Build CWT’s commercial value.
  • Sell products that are of commercial value to CWT and contribute to CWT’s profitability.
  • Remain current on CWT products and initiatives that add value to each customer.
  • Adapt and change as requirements of the business change.
  
  
• Strengthen the CWT brand.
  • Represent the CWT brand in how you work on a day-to-day basis.
  • Adapt and embrace new technology and ways of working that promote flexibility to adjust quickly to shifting needs of the business and our clients.
  • 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 traveller/travel arranger feel special.
  
  
• Provide a full traveller services to corporate clients adhering to CWT procedures achieving/ exceeding KPI
  • Comply with service level agreements.
  • Ensure the use of scripting to complete reservation in accordance with the service standard set by the company.
  • Ability to complete bookings with all basic requirements, like seating, meal and frequent flyer number in compliance with clients’ travel policy.
  • Proficient in all reservation aspects, like air, hotel, car, insurance, rail and ferry bookings through GDS and/or with consolidators.
  • Provide clients with detailed information on visa and entry requirements and ensure all bookings are checked.
  • Ensure all transactions are invoiced on daily basis.
  • Display courteous and helpful manners consistently to both clients and colleagues.
  • Apply company’s standard greetings at all times.
  
  
• Travel Consultant
  • Responsible for closure of simple issues in a timely manner, escalate unresolved issues to your seniors or supervisors.

Qualifications

• Creates and completes travel arrangements (car, hotel, air, rail) for complex accounts
• Expert at selling products that are of commercial value to CWT and contribute to CWT’s profitability; sells “add on” attachments (hotel, other); upsells targeted areas of travel
• Acts as a trusted advisor by offering informed and insightful recommendations which provide the best traveler experience in each situation
• May coordinate and review the day-to-day work of others, but does not have formal supervisory responsibilities
• May function as a SME with specific client knowledge and/or serve as the customer point of contact in small implant/explants
• May manage first level customer complaints/escalation
• Resolves complex problems/escalations including non-standard and multi destinations, ticket exchanges and complex fares and potentially VIP service
• May assist other team members in resolving problems
• Assignments include both routine and non-routine work

Primary Location
: SG-SG-Singapore
Work from home
: No
Employment type
: Standard
Job Family
: Travel Counselors
Scope
: Global
Travel
: No
Shift
: Rotating
Organization
: TX_Operations_All Countries (Non-GSC)
Job Posting
: Jun 1, 2022