Customer Relationship Manager

Traveltek is one of the travel industrys leading SoftwareasaService(SaaS) providers. They love technology and travel instantly connecting theworld of travel through leading software. They power the small travel agents inthe high street right up to the most prominent global names.

In business for 25 years they are an established brand inthe UK. Under new leadership for the past five years they have embarked onglobal expansion with significant customer wins internationally. Their HQ is onQueen Street in the heart of Glasgows city centre and they also have a presencein Europe Australia India and North America.

The leadership team have placed culture at the core of theirbusiness. Their values are Integrity Tenacity Simplicity and Agility. Theybelieve their staff drive the company and there is a twoway agreement thefirm provides a remotefirst rewarding environment with great benefits for anSME and the people respond by working to the best of their ability whileproviding support and respect for their colleagues.

Key responsibilities of the role include:

RelationshipBuilding: Cultivate and maintain strong relationships withclients serving as a key point of contact for support and feedback. Regularcommunication via email and meetings will be essential to understand andaddress their evolving needs.

CrossFunctionalCollaboration: Collaborate closely withcrossfunctional teams to efficiently resolve complex issues ensuring aseamless customer experience. Your ability to escalate and coordinateresolutions will be critical in delivering prompt solutions.

Guidance andSupport: Guide customers through product featurestroubleshooting and best practices to maximise their satisfaction and usage.Your expertise will empower them to make the most of our offerings.

Documentationand Knowledge Sharing: Document customer interactionsaccurately for future reference and analysis. Additionally contribute to ourknowledgebase by creating and updating support documentation enablingselfservice options for customers and improving support request resolutiontimes.

TeamCollaboration: Foster a positive team environment bysharing knowledge insights and best practices with colleagues. Your activeparticipation will enhance overall team performance and customer satisfaction.

Knowledge& Experience

Required knowledge and experience for the role:

Communication and Empathy: Demonstrateexcellent communication and active listening skills to empathetically addresscustomer concerns and build trust.

Industry Experience: Possess provenexperience in customer relations account management or customer supportpreferably within the travel or technology sectors.

ProblemSolving Skills: Exhibit strongproblemsolving abilities and a proactive approach to meeting customer needseffectively.

Organisational Skills: Display exceptionalorganizational skills to manage multiple tasks prioritize effectively andmeet deadlines in a dynamic environment.

Collaborative Spirit: Work collaborativelywithin a team environment engaging with crossfunctional teams to resolvecomplex customer issues and contribute to a positive team culture.

CustomerCentric Focus: Understand theimportance of customercentricity aiming to exceed customer expectations andbuild longterm relationships.

Skills :