Customer care specialistCWT

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
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 oral (additional languages are a plus)
Knowledge, skills and abilities (KSAs)
Excellent communication skills both written and oral
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
TIPS
TIPS
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
CWT

Makati City, Metro Manila
Permanent
Full-time