Introduction to Amex GBT
At Amex GBT, we believe that travel has the power to transform lives and make a positive impact on our industry. As a global leader in business travel, we are dedicated to helping our colleagues achieve success and providing an inclusive and collaborative culture where every voice is valued. Our team is passionate about making a difference, and we are excited to welcome like-minded individuals to join our journey. If you are ready to explore a new career path and make a meaningful impact, we invite you to start your journey with us.
Job Overview
We are seeking an experienced Customer Management Executive to provide exceptional online tool support and client relationship management. As a key member of our team, you will be responsible for delivering day-to-day travel program requirements, escalation support, and general assistance for monthly reporting packages and ad hoc data required by contract. You will function as the primary liaison between client management and service delivery, ensuring seamless online program connectivity and supporting clients in online special projects and day-to-day requests.
Key Responsibilities
- Provide online tool support for day-to-day travel program requirements and escalation support
- Deliver 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 clients in online special projects and day-to-day requests
- Manage dedicated site management and global product support for online booking tools
- Support integration of online booking tool changes and strategic initiatives in conjunction with dedicated GBT Commercial team, Traveler Care team, Concur Product Support, and Client Travel team
- Liaise with GBT Online Fulfillment & Navigational office leadership regarding service, client specifics, continuity planning, and upcoming technical changes
- Provide advanced troubleshooting and SME consultation of escalated Level 1 user issues and feedback
- Coordinate Level 2 non-critical technology-based issues and defects, such as system issues, faring issues, product functionality, and connectivity issues
- Escalate critical system issues and outages to Level 3 support
- 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 GBT Commercial team
- Participate in weekly calls to review the status of open Concur Support Cases with Concur Support Coordinate and client
Essential Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- Strong customer service skills and experience in client relationship management
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced environment and prioritize multiple tasks and projects
- Strong problem-solving and analytical skills
- Experience with online booking tools and travel industry software
- Knowledge of Concur Support Portal and Support Cases management
- Strong technical skills and ability to learn new systems and technologies
Preferred Qualifications
While not essential, the following preferred qualifications will be an advantage:
- Experience in the travel industry, preferably in a business travel environment
- Knowledge of global travel management and online booking tools
- Experience with project management and implementation of new technologies
- Strong leadership and team management skills
- Ability to speak multiple languages
Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Customer-centric approach: ability to understand and meet client needs and expectations
- Technical expertise: ability to learn and apply new technologies and systems
- Problem-solving and analytical skills: ability to analyze problems and develop effective solutions
- Communication and interpersonal skills: ability to communicate effectively with clients, colleagues, and stakeholders
- Time management and organization: ability to prioritize tasks and manage multiple projects simultaneously
- Adaptability and flexibility: ability to adapt to changing circumstances and priorities
Career Growth Opportunities and Learning Benefits
At Amex GBT, we are committed to helping our colleagues achieve their career goals and providing opportunities for growth and development. As a Customer Management Executive, you will have access to:
- Global tuition assistance to develop new skills and knowledge
- Access to over 20,000 courses on our learning platform to enhance your skills and expertise
- Leadership courses and training programs to develop your leadership skills
- New job openings available to internal candidates first, providing opportunities for career advancement
Work Environment and Company Culture
At Amex GBT, we pride ourselves on our inclusive and collaborative culture, where every voice is valued. Our team is passionate about making a difference, and we are committed to providing a work environment that is:
- Flexible and adaptable: we offer flexible benefits and working arrangements to support your work-life balance
- Inclusive and diverse: we strive to champion diversity, equity, and inclusion in every aspect of our business
- Supportive and collaborative: we provide wellbeing resources and a supportive team environment to help you thrive
Compensation, Perks, and Benefits
As a Customer Management Executive at Amex GBT, you will be eligible for a competitive salary and benefits package, including:
- Flexible benefits tailored to each country, starting from your first day of employment
- Health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more
- Travel perks, including deals on flights, hotels, cruises, and car rentals
- Access to wellbeing resources and mental health support
Conclusion
If you are a motivated and customer-focused individual with a passion for the travel industry, we encourage you to apply for this exciting opportunity. As a Customer Management Executive at Amex GBT, you will have the chance to make a meaningful impact on our clients and our industry, while developing your skills and expertise in a supportive and collaborative environment. Don't worry if you don't meet every requirement – we are looking for talented and dedicated individuals who share our values and are passionate about making a difference. Apply now and start your journey with us!
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