(DK) Technical Support Counselor, Nordic Zone


About CWT
CWT is the global leader for business travel management, present in more than 150 countries. Everyday, we work towards delivering an unforgettable travel experience to our clients,
with passion, integrity, leadership and care.

At CWT, we have a unique and compelling culture as an employer defined by our people and supported by our Core Values. Our employees feel a genuine respect for one another, act with uncompromising integrity and feel proud of our global market leadership. They value working together, embrace opportunities for continuous learning and have an intense desire to serve customers.

We offer you the opportunity to be part of a market-leading company, working in a collaborative, multi-cultural and entrepreneurial environment.

About the team
The mission of the TX (Traveler Experience) Care Team is to “Deliver the Perfect Trip” so that CWT can sustain optimum results for clients and shareholders. The TX Care Support Counselor is responsible for delighting the traveler/travel arranger in a way that balances the requirements of all stakeholders, positions our workforce as a key differentiator for our business and ensures consistency of service across the globe.

About the role
The TX Care Support Counselor is responsible for helping the customer through every issue he may encounter with our online booking tools ahead of traveling. Through phone and e-mails, he/she will have to ensure customer satisfaction, build commercial value and strengthen the CWT brand.

Main Accountabilities

 Delight the traveler/traveler arranger

  • Act as a first point of contact for all requests
  • Provide a solution in a timely manner, in all circumstances
  • Offer informed and insightful recommendations to provide the best traveller experience in each situation

Build CWT’s commercial value

  • Meet SLA with the client for all communication channels
  • Remain current on value we provide 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
  • Embrace new technology and way of working that promote flexibility to adjust quickly to the shifting needs of business
  • Meet and strive for exceeding CWT loyalty Index, ensuring consistency of delivery around the globe and making each traveller feel special

Deliver a superior service

  • Stay informed regarding the area of business
  • Act in respect to the CWT defined procedures and processes
  • Use technical tools in accordance with internal procedures provided by TX Care Management, Traveler Services Support and/or IT.
  • Inform local line manager of important information or news concerning the customers, the travelers, the CWT products, CWT network or the suppliers, which could have an impact on the quality of service.
  • Advise local line manager of all technical problems (phone, hardware, connections, ….), service problems or difficulties he/she could have in his/her duty.

Qualifications and experience

  • Experience in the travel industry in a similar position or in a customer service center
  • Fluent Danish or Swedish both oral and written. Fluent English is also a must.
  • Affinity for Online booking Tools and good GDS knowledge
  • Use of Microsoft Suite (Word, Excel, Outlook, Power Point)

Skills

  • Customer-focused and solution-oriented
  • Excellent communication skills
  • Ability to keep a calm mind
  • Results-driven with a problem-solving approach
  • Tech-savvy
  • Adaptable, able to work in a fast-paced, global environment
  • Attentive to detail
  • Ability to prioritize

This opportunity is a maternity cover fixed-term contract until September 2020 with a possibility of evolving into a permanent position.

Apply here

Udløber: 26.09.2019