Service Manager

213 KDS UK

Job description

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. Ready to explore a career path? Start your journey. Job Description: 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 OBT tools is mandatory, preferably Concur. Experience in managing client portfolio. Experience in managing client documentation. Proactive, Organized in day-to-day task and good communication skills. Location United States – Virtual Location The US national annual base salary range for this position is from $46,000 to $93,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location. In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document. Benefits at a glance 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 more. 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 global tuition assistance, 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 Diversity, Equity, and Inclusion in every aspect of our business at 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. Wellbeing resources to support mental and emotional health for you and your immediate family. And much more! All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers. We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult 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! Click Here to Learn More