Business Intelligence Premier Service Manager

ES-Barcelona
Job ID
2017-1718
Category
Customer Experience

Overview

The Business Intelligence Premier Service Manager works within TravelClick’s Operations and is the product expert on specific customer facing applications, handling Top TravelClick customers. He/she recognizes and gets to the bottom of issues, tracks down possible causes of problems and establishes connections, differentiates between primary and secondary issues, has an active focus on achieving results and goals, and the willingness to take action in response to disappointing results. The Premier Service Manager continues to perform effectively under pressure or when face with setbacks, criticism or other difficult situations.

Responsibilities

  • Solves customer issues efficiently and with high quality standards. Ensure top customers retention, trough escalating issues appropriately, and timely flag at risk customers to management
  • Continuously educate customers to use tools in the most profitable way
  • Is first point of contact for Premier Customers for any support related question and/or doubt prior to distribution to other departments.
  • Is the subject matter expert for Business Intelligence (HT360, Rate360, Price Position, Agency360 etc.) including their interaction with other system and all relevant internal processes.
  • Represents Premier Customer Care in any new product development activities ensuring that the needs of Customer Care to support the application after implementation are included in requirements and design.
  • Assists in the development and documentation of new processes and procedures within the Premier Customer Care department and with other departments
  • Represents the Premier Customer Care team in internal meetings such as change control, issues resolution, process and procedure development
  • Proactively communicates important information/updates to Premier Customers regarding system changes, fixes, changes with other departments
  • Suggests enhancements to the product that will improve its stability and ability to be supported.
  • Ensure issues are completely researched and correctly documented in Salesforce prior to escalation to other departments. Ensure Premier Customer Care is in compliance with all standards agreed to with other departments.
  • Act as the liaison between Premier Customer Care and IT to gather additional information on system issues, co-ordinate clarification of support requests and validation of changes after changes are implemented

 

Qualifications

The ideal candidate has experience in the Hospitality Industry, has at least 1-year practical experience in the Customer Care department, and knows how to work under and handle pressure and strives to meets deadlines. The candidate is a great team player, he/she would be able to identify Client’s needs, respond with quick and efficient and personal service and sets high standards of Quality of one’s work as well as others’. Additionally, the candidate is very computer literate, (Microsoft Office, SalesForce, Internet Technologies.), and has the ability to communicate effectively with customers on complex issues via phone or email.

 

LANGUAGES REQUIRED FOR THE POSITION:

Must be fluent in English 

 

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