Job Description summary
The Center of Excellence part of our Global Business Services divisions supports our worldwide sourcing and procurement activities. The activities managed within the CoE are procurement operations, contract management, global travel function, tooling support & administration and customer & buying experience services.

We are looking for someone to contribute towards our Global Travel function. The ideal candidate for this role has a proven track record for creating fantastic customer experiences. Someone who knows what world-class customer service looks like and highly motivated to provide timely customer service.

Job Description
The Operations Trainee (Global Travel) manages and/or triages Concur, Egencia & Citibank Corp Card related customer queries from internal customers, as well as external Vendor partners to resolution. The agent will look to analyze patterns of contacts to optimize and enhance experience and provide expertise and solutions to reduce queries.
The Operations Trainee role reports directly into the Manager Operations.




- Receive help requests from internal and external users, research, resolve or escalate tickets.
- Role involves resolving Travel and Expense queries
- Know and be able to explain policies and procedure, if the user must be instructed on the proper policy to answer or complete their request
- Monitor escalated requests, follow up as necessary and reporting on status to users as needed
- Help define and streamline optimal process to manage customer expectations
- Managing defined KPIs and SLA
- Define and own inbound engagement experience including but not limited to:
- Call routing
- Scripting
- Customer escalations and complaints
- Build meaningful and trustful customer relationships thanks to your proactive and results-driven approach
- Identifying training needs and help build and deliver on training content
- Be compliant on audit and compliance.
- Grow as an SME across all tools within global travel

Ke

📌 Operations Associate (Pune)
🏢 Wolters Kluwer
📍 Pune