Client Technology Representative I
São Paulo, BR
há 5 dias


CWT is one of the world's leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected anywhere, anytime, anyhow and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience.

Our Technology division was formed to lead on our CWT 3.0 digital transformation strategy. With a team of highly skilled and experienced individuals, they deliver and manage efficient, quality, and innovative travel technology solutions and technology services for CWT and its customers worldwide

Position overview

Our Technology teamis seeking for a Client Technology Representative I to provide first and second level support to internal and external clients for navigation matters concerning OBTs and Portrait.

Contacts are usually motivated by (a) doubts about how to use the booking tool, (b) resetting of logins & passwords, (c) profiles inconsistencies, (d) travel approval problems.

Position Description

  • Answer telephone calls
  • Answer e-mails
  • Create ServiceNow tickets for each and every task generated by the calls and / or e-mails
  • Elevate unresolved tickets to the applicable CTS assignment group.
  • Monthly correction of ServiceNow errors detected in quality tests.
  • Correct customer service attitude (kindness, accuracy, and willingness to assist).
  • Qualifications

    Position Requirements

  • University degree (complete or under way)
  • Good writing skills in Portuguese.
  • Minimum 1-year experience in customer service.
  • English language, written and spoken (intermediate level)
  • MS Office (Intermediate level)
  • Able to adhere to below SLA requirements
  • Telephone calls : 70% to be answered within 30 seconds
  • Emails : 70% to be replied with 4 hours
  • Tickets : 90% to be resolved in the first contact
  • Closed tickets : 80 per week
  • CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

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