Service Manager
Service Manager
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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. Were 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.
Create your journey at Amex GBT!
As a Neo Service Manager youll join our highly skilled Customer Service Neo team !
Neo is an online booking tool (OBT) as well as an expense tool for business travel through a SaaS deployment.
It allows a user to search and book a business trip in a user friendly and performent web application. It gives him access to different transport modes and travel suppliers within the travel policy set by his company.
It then gives them the opportunity to claim additional expenses for reimbursement. This includes expenses captured from credit cards statements OCR of receipts and manually entered claims. The service allows to capture VAT compute policies and reimbursement rules and much more.Many of those data are either personal or sensitive which means a strong commitment to secure principles and compliance to certifications such as PCIDSS.
This richness of choice makes the functional part very exciting and the technical challenges even more attractive.
Our Service Manager team look after a dedicated customer portfolio with some strong focus on usability performance and scalability in an international environment.
Were most proud of our warm and inclusive culture innovation in the travel tech space internal promotions and career advancement opportunities.
Were excited for you to experience our values (People Passion and Progress) in action and look forward to your application.
What Youll do on a Typical Day:
- As secondline 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 Neo Care portal regarding product configuration functionality or complex issues research with the client/partner to fully diagnose the issues and respond within the established SLAs.
- 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 clients issues and escalate to other Neo 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 customerfacing solutions.
- Ensure technical knowledge and skills are always up to date and maintained.
What Were looking for:
- Experience with OBT tools is mandatory.
- Experience in managing client portfolio.
- Experience in managing client documentation.
- Proactive Organized in daytoday task and good communication skills.
What Technical Skills Youll Develop
- Travel products and industry knowledge.
- Management client technical request.
- Management relationship with client/stakeholder.
- Coordination with internal technical team for bugs.
- Act as a voice of client.
- Proactivity.
- Organization in daytoday task.
- Managing the Neo administration panel.
#GBTJobs
Location
Paris France
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 20000 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!
This role is for Klee Data Systems (KDS or the Company) a member of the American Express Global Business Travel family of companies.
All applicants will receive equal consideration for employment without regard to age sex gender (and characteristics related to sex and gender) pregnancy (and related medical conditions) race color citizenship religion disability or any other class or characteristic protected by law.
Furthermore we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data please consult GBT Recruitment Privacy Statement.
What if I dont meet every requirement If youre passionate about our mission and believe youd be a phenomenal addition to our team dont worry about checking every box; please apply anyway. You may be exactly the person were looking for!
Required Experience:
Manager
Employment Type
Full-Time
