Customer Care Manager
hace 3 meses
Job Title
Customer Care ManagerSummary of the role:
Our global Airlines Customer Care team is responsible for providing excellent customer service to Outpayce Airlines customers. Managing key strategic customers from an operational perspective, drive customer improvements, ensure service delivery execution and being the customer voice. Our team is part of operations organization, ensuring the client receives all the support, training and information needed to make an efficient use of our products, and to utilize it to the maximum potential.
The Customer Care team interact with Sales, Delivery, Account Managers and clients directly, providing training, know-how and hands-on support to help the client feel fully comfortable with the product.
The customer care team is an extension of the customer, ensuring that all payment-related issues are addressed effectively and efficiently. Our primary focus is on troubleshooting customer issues, staying up-to-date with customer accounts, and actively working towards finding solutions and unblocking any obstacles that arise.
In this role You’ll:
Be on the front-line to acknowledge incidents and operational requests and make a first assessment on troubleshooting before involving other relevant teams.
Be responsible for incident management, making sure that all incoming incidents reach a satisfactory and timeline resolution.
Act as the customer entry point in the day to day activities for assigned customers, supervising all operational activities with that customer for contracted product and services, once delivered.
Anticipate requirements and issues and address these internally with the organization on behalf of the customer.
Support customer with ongoing activities and requests, WOs, or other. Channel these to the corresponding teams within the Payment team.
Ensure customer best practices and effective use of the product.
Coordinate the execution approach of required training deliverables between Delivery and Customer service teams.
Investigate issues coming from other customers non-strategic as per the needs of the service.
Action incoming cases in our internal CRM, making sure there are no pending or overdue cases.
Highlight challenges internally and make sure all points raised by the customer are actioned and answered fully.
Handle escalations of incidents that and help facilitate communication between the relevant teams (e.g. R&D, product).
Initiate and monitor the request for configuration updates for any Outpayce product.
This is an individual contributor role.
About the ideal candidate:
Bachelor degree in computer science, finance, business administration and/or equivalent experience
Strong English speaking skills both written and spoken. Other additional languages a plus (Spanish, Arabic, French) are a plus.
Previous experience ( at least 5 years) in a customer facing role.
Previous payments experience preferred.
Has strong communication (written/oral), relationship skills, ability to create strong internal and external relationships
Is a team player, self starter and can work independently.
Knowledge of CRM tool a plus
Previous experience in incident management preferred.
Strong knowledge of MS Office skills to include Word & Excel
Strong knowledge of Win Approach and/ or incident management tools.
Must be open to travel to customer sites - 10 % travel.
What we can offer you:
The opportunity to work for one of the world’s top leading travel tech companies; a company that originated in technology innovation and sees the world with a technology-first perspective
Skills development and opportunities to try new ideas
A global diverse work environment
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