Customer Experience Executive

•Quality Assurance work experience/background is a plus

•Fluent in English, written and oral, Multi-lingual is a plus

•At least one GDS environment knowledge (multi-GDS a plus)

•Knowledgeable with MS Office

•Strong Presentation skills

•Management report preparation

•Excellent organizational and analytical ability for process mapping and thinking out-of-the-box for new and better ways of doing business

•Demonstrate pro-active and “can do” solution driven approach

•Display initiative and ownership

•Capable of making sound judgments

•Rigorous, well organized and self-motivated

MAIN OBJECTIVE

This role will operate within a centralized APAC Customer Experience function for the Traveler Services team. This role will have the sole responsibility to own and drive improved customer experience based on feedback received from CWT clients through the various feedback mechanisms (e.g. CWT LISTENS, CWT Post Call Survey). The role will also provide analysis and reporting for the Customer Experience metrics (e.g. LYX) and be the APAC owner for CWT Resolve to ensure all feedback is recorded and responded to within established SLAs. 

Position Main Responsibilities:

•Provide clear, thorough and unbiased investigation of customer issues using all available resources and tools.

•Ensure right ownership of customer issues by issuing Corrective Action Request to responsible parties.

•Work closely with Traveler Services, Program Management & other internal stakeholders in ensuring Root Cause, Corrective and Preventive actions identified in CAR forms are strong and effective.

•May be cross-skilled for Quality Monitoring.