Customer Resolution Specialist

Brand Specific Description:
Do you have a passion for travel and tech? And want to work for an exciting company that’s at the top of their industry?

Business travel is back and we’re looking for talented individuals to join a team that’s working hard to reinvent the industry and make those real-life connections truly seamless once again.

Who Are We?

Egencia makes business travel better by making it more connected and complete. Egencia puts travelers at the heart of business travel, continuously supporting them with solutions that are more engaging and effective. Guided by consumer insights and technology investments from parent company, American Express GBT, Egencia connects everything travelers need - content, technology, service and reporting - in one place. We are seeking talented and experienced individuals obsessed with customer service for the role of Customer Resolution Specialist.

You provide your prior experience and knowledge, in return we provide a solid team of inspiring colleagues and an exceptional opportunity for career advancement. You will also be self-motivated and articulate with strong social skills and demonstrated success as a producer with the highest level of professionalism.

Position Overview:
The Customer Resolution Specialist, within the Client Services Organization of Egencia, is in charge of investigating Egencia Service Failures and providing a quality response and resolution to the customer at the least possible cost to Egencia.

**Responsibilities**:
- To investigate each Incident and carry out in depth analysis in order to understand the root cause and Incident responsibility- To communicate the Incident resolution to the client, ensuring quality, clarity and within SLA- To investigate all possibilities to reduce any Loss to Egencia- Liaise with internal departments or External providers in order to reduce Loss or impact of any Incident- To categorize Incidents appropriately, so that it leads to clarity in Business Reporting- To identify and report any issues/trends with significant impact to your Team Leader or appropriate Business contact in order to avoid these issues re
- occurring or having a wider impact- To actively contribute as a Global Team in order to achieve Global alignment of Incident handling and support Customer Resolution Team in other countries as required- To Ensure high standards of quality and accuracy in all communication with clients- To support Team Leader in any training/coaching needs with new joiners or less experienced staff

Competencies:
- Experience in investigation and resolution skills- Attention to detail and ability to problem solve.- Ability to think creatively to resolve issues- Empathy and ability to understand an issue from several viewpoints.- Excellent Communicator and Team Player as sharing knowledge is key to continuous improvement- Strong business acumen- Fluency in English (written and oral) compulsory.

Experience and Qualification:
- Min 2 years experience as a Travel Consultant or in a similar position in investigation and resolution preferably in IT, banking or travel industry.- Extensive knowledge of GDS essential - knowledge of Amadeus required- Experience in investigation and resolution skills- Knowledge of Salesforce is a plus.

Location

Singapore - Singapore

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