CI Azumano Travel, seeks an Online Configuration Specialist. Primary responsibility is to provide day-to-day support to internal and external customers on the implementation, configuration, and troubleshooting of all online travel systems.
Objectives of this role:
Receive internal and external client inquiries primarily via email or Zendesk, regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines.
Support high client satisfaction rates through excellent customer service, prompt follow-up to client issues and proactive problem solving.
Collaborate with internal and external subject matter experts as necessary to resolve customer issues internally and externally.
Logically diagnose and resolve basic to intermediate issues or determine resources required to resolve.
Serve as point of technical contact and liaison for online booking tool system vendor(s).
Oversee the setup and configuration of online booking tool for new and existing customers, recommending best practices and alternative solutions as needed.
Provide training for users on the online booking tool either virtually or on-site.
Review all online solutions feature enhancements to determine impact and communicate to internal/external parties as applicable.
Work directly with third party vendors to manage projects when necessary.
Provide support in the area of RFP responses, presentations at sales demos.
Essential Duties and Responsibilities:
Be aware of and comply with all corporate policies.
Ability to work with minimal supervision.
Provide backup assistance for other staff within the department.
Maintain exceptional project/time management, prioritization, and organizational skills to ensure customer satisfaction.
Maintain effective working relationship with all departments and vendors to ensure all aspects of customer projects/program implementations are achieved in a timely and professional manner.
Maintain working knowledge of new products and product upgrades. Determine impact and communicate to internal/external parties as applicable.
Maintain accurate, high-quality and timely documentation for all online booking tool-related processes and procedures.
Participate in weekly team meetings.
Coordinate with other CI Azumano departments and 3rd party vendors on new tools and processes to support the team with a goal of reducing repetitive tasks and increasing velocity while maintaining customer satisfaction and company profitability.
Prepare and deliver regular progress reports to leadership that include: current workload, project status updates, current or potential barriers to success, along with recommended solutions.
Provide regular feedback to leadership regarding customer relationships, escalating any unresolved client issues as necessary to ensure timely resolution.
Identify and define business growth opportunities.
Assume additional responsibilities as directed by management.
Required skills and qualifications:
Four or more years' corporate travel industry experience.
Four or more years' experience with Concur Travel.
Four or more years' experience with one or more GDS.
Exceptional time management, prioritization, and organizational skills.