Service Manager

ICF

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

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​​What You’ll Do:

  • As second-line support, you are primarily and wholly responsible for providing outstanding technical customer service and being constantly approachable to both our customers and business partners.
  • Receive client service requests via the ikare portal regarding product configuration, functionality or complex issues, research with the client/partner to fully diagnose the issues and respond within the established SLA’s.
  • When appropriate provide consultative guidance to customers towards the resolution of their service requests.
  • Manage customer requirements for enhancements with Product management.
  • Build and maintain excellent client relationships on an operational level.
  • Effectively manage expectations that are set with customers and maintain high levels of quality and customer satisfaction.
  • Maintain accurate, high quality and timely documentation for all steps and activities undertaken in order to resolve customer issues/questions.
  • Be the point of escalation for unresolved client’s issues and escalate to other KDS departments as necessary to ensure timely resolution.
  • Analyze each support request for root cause, determine if the issue could be prevented by changes in the software or business processes and outline change recommendations.
  • Communicate all bugs to our Quality Assurance and R & D teams in line with current processes.
  • Routinely update the customer in line with SLA guidelines, on active issues to gain additional information or to advise the customer of status.
  • Pilot enhancement projects as and when required.
  • Carry out regular client reviews to ensure optimal usage of our solution.
  • Educate customers on product features or additional services to meet their needs.
  • Maintain extensive working knowledge of all Neo products including new releases.
  • Responsible for creating knowledge base articles for customer-facing solutions.
  • Ensure technical knowledge and skills are always up to date and maintained.

What We’re looking for:

  • Experience with Online Booking Tools is mandatory, preferably Neo.
  • Experience in managing client portfolio.
  • Experience in managing client documentation.
  • Proactive, Organized in day-to-day task and good communication skills.

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