Hiring Organization:- American Express
Post Name:- Service Manager
Qualifications:- Bachelor Degree
Industry:- Private
Employment Type:- Full time
Work Hours:- 8 Hours
Salary:- $30-$40/Hour
Locations:- Edison, USA
Full Job Description:-
As a Neo Service Manager, you’ll join our highly skilled Customer Service Neo team! Neo is an online booking tool (OBT) as well as an expense tool for business travel through a SaaS deployment. It allows them to claim additional expenses for reimbursement. This includes expenses captured from credit card statements, OCR of receipts, and manually entered claims. The service allows you to capture VAT, compute policies and reimbursement rules, and much more. Many of those data are either personal or sensitive, which means a strong commitment to secure principles and compliance with certifications such as PCI-DSS.
This richness of choice makes the functional part very exciting and the technical challenges even more attractive. Our Service Manager team looks after a dedicated customer portfolio with a strong focus on usability, performance, and scalability in an international environment. We’re most proud of our warm and inclusive culture, innovation in the travel tech space, internal promotions, and career advancement opportunities.
What You’ll Do on a Typical Day:
- As second-line support, you are primarily and wholly responsible for providing outstanding technical customer service and being constantly approachable to both our customers and business partners.
- Receive client service requests via the Neo Care portal regarding product configuration, functionality, or complex issues, research with the client/partner to fully diagnose the issues, and respond within the established SLAs.
- When appropriate provide consultative guidance to customers towards the resolution of their service requests.
- Manage customer requirements for enhancements with Product management.
- Build and maintain excellent client relationships on an operational level.
- Be the point of escalation for unresolved client issues and escalate to other Neo departments as necessary to ensure timely resolution.
- Communicate all bugs to our Quality Assurance and R & D teams in line with current processes.
- Routinely update the customer in line with SLA guidelines, on active issues to gain additional information or to advise the customer of status.
- Carry out regular client reviews to ensure optimal usage of our solution.
- Maintain extensive working knowledge of all Neo products including new releases.
What We’re Looking For:
- Experience with OBT tools is mandatory, preferably Concur.
- Experience in managing client portfolios.
- Experience in managing client documentation.
- Proactive, Organized in day-to-day tasks, and good communication skills.
What Technical Skills You’ll Develop:
- Travel products and industry knowledge.
- Management of lient technical requirements
- Management relationship with client/stakeholder.
- Coordination with the internal technical team for bugs.
- Act as a voice of the client.
- Proactivity.
- Organization in day-to-day tasks.
- Managing the Neo administration panel.
American Express Remote Jobs That Pay $30 To $40 An Hour
