At careerzynith, we're dedicated to providing exceptional travel experiences for our clients, and we're seeking an experienced Customer Management Executive to join our team. As a key member of our global support team, you'll play a vital role in ensuring seamless travel program support and client satisfaction. If you're passionate about delivering outstanding customer experiences and have a knack for problem-solving, we want to hear from you.
**About careerzynith**
careerzynith is a leading provider of travel management solutions, and we're committed to making a positive impact on our industry. Our team is passionate about travel as a force for good, and we're dedicated to helping our clients achieve their goals. We offer a collaborative and inclusive culture where your voice is valued, and we're always looking for talented individuals to join our team.
**Key Responsibilities**
As a Customer Management Executive, you'll be responsible for providing exceptional support to our clients, including:
* Providing online tool support for day-to-day travel program requirements and escalation support
* Assisting with monthly reporting packages and ad-hoc data required by contract
* Serving as the key liaison between client management and service delivery to ensure online program connectivity
* Interacting and supporting clients in online special projects and day-to-day requests, including basic program management
* Escalations and issue resolution
* Dedicated site management and global product support for online booking tools
* Supporting integration of online booking tool changes and strategic initiatives in conjunction with the GBT Commercial team, Traveler Care team, Concur Product Support, and Client Travel team
* Liaising with careerzynith Online Fulfillment & Navigational office leadership regarding service, client specifics, continuity planning, and upcoming technical changes
* Providing 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
* Submitting Support Cases via the Concur Support Portal to report Concur system issues and direct client feedback
* Actively managing open Support Cases with Concur Support Analyst and Support Coordinator to ensure timely resolution
* Proactively engaging in Level 1 and Level 2 Support calls with internal careerzynith Commercial team
* Participation in weekly calls to review status of open Concur Support Cases with Concur Support Coordinator and client
* Providing global site administration and BAU maintenance in compliance with client's formal change control process
* Supporting clients in communication of goals and opportunities for online tool, including enhancement requests, new functionality testing, agency formatting requirements, and regional capabilities
* Maintaining relationships with client technical contacts to ensure timely resolution of user issues and through knowledge of SSO applications, Tool integration, and information security standards
* Reporting and following up on user issues and problem reports with the selected online booking tool
* Providing assistance to client online users of booking tool regarding access to tools, second-level support services, user questions, and feedback
* Managing process for file downloads, uploads, and distribution for user additions, changes, and deletions in the online booking tool
**Essential Qualifications**
* 2+ years of experience in a customer-facing role, preferably in a travel or technology industry
* Strong problem-solving and analytical skills, with the ability to troubleshoot complex issues
* Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders
* Experience with online travel booking tools and systems, preferably Concur
* Strong technical skills, including proficiency in Microsoft Office and Google Suite
* Ability to work in a fast-paced environment and prioritize multiple tasks and projects
* Strong attention to detail and organizational skills, with the ability to manage multiple Support Cases and deadlines
**Preferred Qualifications**
* Experience working in a global support team or customer-facing role
* Knowledge of SSO applications, Tool integration, and information security standards
* Experience with global product support and online booking tool changes
* Strong understanding of travel industry trends and best practices
* Certification in customer service or a related field
**Skills and Competencies**
* Strong problem-solving and analytical skills
* Excellent communication and interpersonal skills
* Ability to build strong relationships with clients and internal stakeholders
* Strong technical skills, including proficiency in Microsoft Office and Google Suite
* Ability to work in a fast-paced environment and prioritize multiple tasks and projects
* Strong attention to detail and organizational skills
* Ability to manage multiple Support Cases and deadlines
* Strong understanding of travel industry trends and best practices
**Career Growth Opportunities and Learning Benefits**
At careerzynith, we're committed to helping our employees grow and develop their careers. As a Customer Management Executive, you'll have access to:
* Global tuition assistance, with access to over 20,000 courses on our learning platform
* Leadership courses and new job openings available to internal candidates first
* Opportunities for professional development and career advancement
* A collaborative and inclusive culture where your voice is valued
**Work Environment and Company Culture**
careerzynith is a remote-friendly company, and as a Customer Management Executive, you'll have the flexibility to work from home or a remote location. Our company culture is collaborative and inclusive, with a focus on teamwork and open communication. We're committed to providing a positive and supportive work environment, with opportunities for growth and development.
**Compensation, Perks, and Benefits**
careerzynith offers a competitive salary and a range of benefits, including:
* Flexible benefits tailored to each country and start the day you do
* Health and welfare insurance plans
* Retirement programs
* Parental leave
* Adoption assistance
* Travel perks, including deals on flights, hotels, cruises, and car rentals
* Global tuition assistance
* Access to over 20,000 courses on our learning platform
* Leadership courses and new job openings available to internal candidates first
* Opportunities for professional development and career advancement
* A collaborative and inclusive culture where your voice is valued
**Equal Opportunities**
careerzynith is an equal opportunities employer, and we're committed to providing a fair and inclusive work environment for all employees. We welcome applications from diverse candidates and are proud to be an inclusive and collaborative company.
**How to Apply**
If you're passionate about delivering outstanding customer experiences and have a knack for problem-solving, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**Take the Next Step**
Are you ready for this challenge? Apply now and let's discuss how you can become a vital part of our success story.
Apply for this job