Operations Support Specialist, Customer Service

Main Responsibilities

Case Resolution

• Receive, research, analyze and resolve service-related issues and communicate findings to all parties involved.
• Effectively and concisely communicate verbally and/or via email with traveler(s), internal personnel, and vendors.
• Educate traveler/management/frontline agents when an error is identified and corrective action is required.
• Able to remain calm and professional when working with service escalations considering the needs of both CWTSatoTravel and the client.
• Able to use a data drive tracking and entry tool to log, update and document all interactions.
• Serves as the point of contact for customers to address customer and operational issues.

Personnel Management

• Schedules and plans work time to meet personal and department productivity goals.
• Submits complete and accurate timesheets regularly.
• Collaborates with the team to ensure smooth workflow and timely resolutions.

Other Duties

• May perform other duties as back up to other team personnel as assigned.
• May be required to assist with department related projects and implementations (clean-up, startup, closeout, etc.).

Qualifications

Experience & Education

Education

• High school diploma or country equivalent.
• Travel school certification or degree preferred.

Experience

• 3+ years of industry experience required (5+ preferred).
• Travel counselor experience.
• Military and government travel experience.

Languages

• English fluent – written and spoken.
• 2nd language a plus.

Knowledge, Skills and Abilities (KSAs)

• Detail-oriented to ensure high level of accuracy.
• Basic MS Office.
• Problem Solver; analytical skills; detail oriented.
• Able to work independently and maintain excellent time management skills; Self starter.
• SABRE Proficient.

Location

United States

This role is for CWT Defense & Government within CWT, a member of the American Express Global Business Travel family of companies.

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;' please apply anyway. You may be exactly the person we’re looking for!

Key skills/competency

• Case Resolution
• Customer Service
• Communication
• Problem Solving
• Detail-Oriented
• Time Management
• Travel Industry
• SABRE
• MS Office
• Analytical Skills