Job Description
Customer Care Support Specialist German – (220000YS)
The Customer Care Specialist reviews and analyzes customer feedback from multiple channels to identify root cause and take appropriate action. Utilizes GDS and Travel Experience Counselor experience to research and resolve more complicated customer service issues. He/She provides a 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.
Main Responsibilities:
- Customer Feedback Handling
- Address all customer feedback from multiple sources in accordance with CWT policy whilst maintaining the highest levels of both oral and written communication with all parties
- Demonstrate strong root cause investigation/problem solving abilities to ensure accurate first time case resolution
- 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
- Customer Feedback Management
- Ensure all customer feedback is logged via CWT’s feedback management tool and managed within cycle time SLA’s in accordance to CWT guidelines
- Work closely with the Customer Care Lead to drive data quality and consistency within CWT’s feedback management tool
- Adhere to local/regional/global guidelines around management of cases linked to counselor error and those with potential financial implications
- Collaborate/escalate where required with/to relevant stakeholders, including cross functionally, to bring customer complaints to a satisfactory resolution
- Quality and Customer Experience Improvement
- Identify root cause of customer dissatisfaction and contribute to corrective and preventative actions to improve CX metrics
- Advocate continuous improvement, act as a subject matter expert and maintain strong relationships with TX Operational Teams
#LI-SV
Qualifications
Experience & education:
- Experience
- 3+ years BT experience in a client facing/operational environment or relevant client services role
- Strong communication skills
- Languages
- Local language and business English fluent, both written and spoken
- Fluent in German – spoken and written
- Knowledge, skills and abilities (KSAs)
- Excellent communication skills both written and verbal
- Strong organization/time management skills and good attention to detail
- Knowledge of relevant 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
Primary Location
: ES-ES-Sevilla
Other Locations
: DE-Germany
Work from home: Yes
Employment type
: Standard
Job Family
: Customer Care
Scope: Regional
Travel
: No
Shift
: Day Job
Organization
: TX_Quality and Operational Excellence