Remoteville

Remote Service Manager Job in UK American Express Global Business Travel

Service Manager American Express Global Business Travel
Business ProcessClient RelationsCustomer RequirementsCustomer SatisfactionCustomer ServicePilotingProduct ServiceRoot Cause
Entry-level/graduate - 
UK


Powering Progress Through Travel
15620+ employees
B2BTravelSoftwareServices


Role





    What the job involves

    • Provide outstanding technical customer service as second-line support and be constantly approachable to both customers and business partners.
    • Receive client service requests via Neo Care portal and respond within the established SLA's.
    • Research issues with clients/partners to fully diagnose problems and provide consultative guidance towards resolution.
    • Manage customer requirements for enhancements with Product management.
    • Build and maintain excellent client relationships on an operational level.
    • Effectively manage expectations set with customers ensuring high levels of quality and satisfaction.
    • Maintain accurate, high-quality documentation for all steps and activities to resolve customer issues/questions.
    • Be the point of escalation for unresolved client issues and escalate to other Neo departments as necessary for timely resolution.
    • Analyze support requests for root cause and recommend changes in software or business processes.
    • Communicate bugs to Quality Assurance and R&D teams in line with current processes.
    • Routinely update customers on active issues as per SLA guidelines gaining additional information or advising of status.
    • Pilot enhancement projects as required and 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.

    Company


    Company mission

    American Express Global Business Travel (Amex GBT) is the world's leading B2B travel platform, offering comprehensive travel management services to enhance corporate travel experiences. We strive to provide unrivaled choice, value, and experiences, ensuring powerful backing for our clients.





    Company values

    • B2B Travel
    • Innovation
    • Client Focus
    • Excellence
    • Diversity



    Company HQ

    New York



    Founders

    American Express Global Business Travel (Company)
    ;