Customer Management Executive - London, United Kingdom - Skypath

Skypath

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

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 daytoday 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 noncritical 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