Travel Experience Counselor Iii

2 weeks ago

Gurugram Haryana, India CWT Full time

Travel Experience Counselor III
- (2400003M)

**Purpose of the Role**

As a **Team Leader**, you will be responsible for ensuring smooth functioning of the process and provide support to the team. You will utilize your extensive knowledge of travel destinations, industry trends, and various CWT booking tools to meet our clients' needs and expectations.

**Main Responsibilities**
- Increase expertise & skills of employees and teams - staying technically up to date and connecting with the experts as needed.
- Ensure all the process documents are updated on timely manner and the team knows the process where to find the guidelines/information on how to best serve the client including Travel Policy, supplier programs
- Whenever needed, deal with the Customer in a professional, effective, and timely manner.
- Ensure all Listens Alerts and Customer complaints are logged in tool (Resolve), handled effectively to ensure the best outcome for both the Customer and CWT and closed within the agreed SLA (the Customer Complaint Handling may vary depending on the country’s organization, centralized or not).
- Drive TS/PM collaboration for mutual benefit of the Customer as per guidelines
- Encourage TCs to provide feedback and suggestion on how to improve customer experience, regarding risks and opportunities.
- Take ownership of his/her team’s performance in relation to promoting CWT Preferred Suppliers, fares, hotels, ensuring they are adequately trained to confidently cross-sell, add value and highlight the benefits of securing a booking
- Identify top errors or defects and what action is required to improve performance for all under-performing CWT metrics and focus areas.
- Support PM in identifying key elements of differentiation for current customers to help develop and retain business and improve profitability.
- Contribute to diligent and efficient customer implementation as per guidelines. For any implementation, TL should act to make the first interactions/impressions with the client are the right ones to get the customer happy from the start.
- Qualifications

**Qualifications & Skills Required**
- Understanding and expertise on MS Office (Power Point & Excel).
- Should 'be a graduate.
- Should be open to work in 24*7 environment.
- Proficiency in English - Good Verbal/ Written skills (English)
- Team Player: Collaboration, cooperation, and open communication.
- Tactical and Strategic: Prioritizing tasks and meeting deadlines Strong attention to detail, thoroughness, accuracy are critical attributes critical to the role.
- Thorough knowledge of Sabre and Power Turbo
- Exposure of working with EMEA/APAC & NorAm markets
- Expert in Pricing/Fares/Routing/Transit and Destination Visa
- Thorough understanding of CWT Tools and processes
- Ability to work independently and as part of a team.
- Problem-solving skills and adaptability in a fast-paced environment.

Primary Location

:
Gurgaon

Work Arrangement

:
Office - CWT

Employment type

:
Standard

Job Family

:
Travel Counselor

Scope

:
Country

Travel

:
No

Shift

:
Rotating

Organization

:
TX_Operations_All Countries (Non-GSC)

Job Posting

:
Feb 14, 2024

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