Service Manager - France - KDS France

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

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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 a user to search and book a business trip in a user friendly and performent web application. It gives him access to different transport modes and travel suppliers within the travel policy set by his company.

It then gives them the opportunity to claim additional expenses for reimbursement. This includes expenses captured from credit cards statements, OCR of receipts, and manually entered claims. The service allows 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 to 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 look after a dedicated customer portfolio with some 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. 

We’re excited for you to experience our values (People, Passion, and Progress) in action, and look forward to your application.

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 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 SLA's. 
• 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. 
• Effectively manage expectations that are set with customers and maintain high levels of quality and customer satisfaction. 
• Maintain accurate, high quality and timely documentation for all steps and activities undertaken in order to resolve customer issues/questions. 
• Be the point of escalation for unresolved client’s issues and escalate to other Neo departments as necessary to ensure timely resolution. 
• Analyze each support request for root cause, determine if the issue could be prevented by changes in the software or business processes and outline change recommendations. 
• 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. 
• Pilot enhancement projects as and when required. 
• Carry out regular client reviews to ensure optimal usage of our solution. 
• Educate customers on product features or additional services to meet their needs. 
• Maintain extensive working knowledge of all Neo products including new releases. 
• Responsible for creating knowledge base articles for customer-facing solutions. 
• Ensure technical knowledge and skills are always up to date and maintained. 

What We’re looking for:

• Experience with OBT tools is mandatory.
• Experience in managing client portfolio.  
• Experience in managing client documentation.
• Proactive, Organized in day-to-day task and good communication skills.

What Technical Skills You’ll Develop  

• Travel products and industry knowledge.
• Management client technical request.
• Management relationship with client/stakeholder.
• Coordination with internal technical team for bugs.
• Act as a voice of client.
• Proactivity.
• Organization in day-to-day task.
• Managing the Neo administration panel.

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The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• Wellbeing resources to support mental and emotional health for you and your immediate family.

• And much more!

This role is for Klee Data Systems (“KDS” or the “Company”), a member of the American Express Global Business Travel family of companies.

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!