Remote Global Program Care Analyst | Client Support

MaziCTools; United States; Remote; USD 50,000 - 100,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Tuition assistance

Job summary

Amex GBT in the United States is seeking a Global Program Care Analyst for an evening shift (11:00am–8:00pm EST). You will serve as a travel program point of contact, deliver end-to-end support for day-to-day requests, perform data maintenance, and assist with monthly reporting while collaborating with internal and external clients.

We value candidates with GDS systems experience, strong problem solving, excellent business writing, and the ability to balance multiple requests.

Qualifications

• Working knowledge of GDS systems (Sabre, Apollo, Galileo, Amadeus).
• Creative problem-solving skills.
• Proficient in Microsoft applications; Outlook, Word, Excel, and PowerPoint.
• A proven background in client servicing and direct client facing servicing experience.
• Excellent business writing skills, to ensure documentation is written in a clear and concise manner.
• Strong prioritization and time management skills.
• Motivated and flexible to accommodate both internal and external clients.
• Strong independent decision-making capability Interaction and communication with diverse working styles, ability to build and leverage strong working relationships.
• Knowledge of GBT products, solutions and services desired.
• Experience with SFDC a plus.

Responsibilities

• Provide strong service provision and faster resolution for internal and external customers as they initiate or elevate support needs within Global Customer Support via Phone, Email or Salesforce.
• Provide servicing via inbound phone support environment, email, and future chat/messaging.
• Act as a primary point of contact for common issues for clients/customers.
• Learn quickly, understand, and interpret key product or program symptoms applying logical diagnostics in a variety of contexts.
• Responsible for driving First Call Resolution for our key contacts reducing time our clients spend resolving program issues.
• Drive a positive experience and Net Promoter Score via strong service provision, expertise and follow up representing the Global Business Travel brand externally.
• Promote and implement best practices across the teams.
• Coordinate with Global Program Care leads to prioritize workloads and priorities.
• Act as triage and support for customer requests using knowledgebase articles.
• Assessment of requests to determine best resolution channel and either resolve or route.
• Facilitate case movement for internal partners (CGM case updates) and monitoring SFDC cases.
• Real time WFM related to case management, disseminate case escalations, and case acknowledgement.

Skills

GDS systems

Problem solving

MS Office

Client servicing

Business writing

Prioritization

Time management

Decision making

Communication

GBT products knowledge

Tools

SFDC

Job description

Amex GBT in the United States is seeking a Global Program Care Analyst for an evening shift (11:00am–8:00pm EST). You will serve as a travel program point of contact, deliver end-to-end support for day-to-day requests, perform data maintenance, and assist with monthly reporting while collaborating with internal and external clients.

We value candidates with GDS systems experience, strong problem solving, excellent business writing, and the ability to balance multiple requests.