Customer Management Executive
1 month ago
Customer Management Executive - Permanent - Hybrid London
Hybrid Role - 2/3 days in London office
Role:
- Providing online tool support for day to day travel program requirements or escalation support.
- Provide general assistance for monthly reporting packages and ad hoc data required by contract.
- Function as the key liaison between client management and service delivery to ensure online program connectivity.
- Interact and support client in online special projects and day-to-day requests and basic program management.
- These include but are not limited to: escalations and issue resolution.
Key Duties & Responsibilities:
- Dedicated site management and global product support for online booking tool.
- Support integration of online booking tool changes and strategic initiatives in conjunction with dedicated Commercial team, Care team, Concur Product Support, and Client Travel team.
- Provide advance troubleshooting and SME consultation of escalated Level 1 user issues and feedback
- Level 2 coordination of non-critical technology based issues and defects such as system issues, faring issues, product functionality, and connectivity issues
- Level 3 escalation for critical system issues and outages
- Submit Support Cases via the Concur Support Portal to report Concur system issues and direct client feedback
- Actively manage open Support Cases with Concur Support Analyst and Support Coordinator to ensure timely resolution
- Proactively engage in Level 1 and Level 2 Support calls with internal Commercial team
- Participation in weekly calls to review status of open Concur Support Cases with Concur Support Coordinate and client
- Report and follow up on user issues and problem reports with the selected online booking tool
- Provide assistance to client online users of booking tool regarding access to tools, second level support services, user questions and feedback.
- Manage process for file downloads, uploads, and distribution for user additions, changes, and deletions in the online booking tool
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