Customer Service Manager

Job Description

We are a Gurgaon Based leading Recruitment Partner for various reputed MNCs and Indian Corporates engaged in various Sectors on a PAN India basis for over a decade. Presently we are looking for the CUSTOMER COORDINATION MANAGER for a very large BPO Client as per the below given details. Please apply in confidence. Job Description / Key Responsibilities o Take overall responsibility & project management of travel implementations– to include moves, and ad-hoc projects as required by the business o Update the One Form and the Task List for each client o Update the Implementation Project Workbook for each client o Be the focal point of contact for the project team during the implementation process o Ensure the Onboarding process is followed (Pre-assessment through to post-implementation stage) o Lead the (local) Joint Planning meetings o Ensure all project members are aware of their roles & responsibilities. o Lead weekly or bi-weekly calls, normally via Zoom conference, and produce call notes & agendas o Ensure the project remains on track, all tasks completed within deadline. Update OneForm and Task List accordingly o Keep the RAG Status updated accurately and timely o Proactively manage project risk assessment and management including escalations as required for support and resolution o During EMEA & Global Implementations, attend calls as required - produce relevant updates & deliver actions required by deadlines provided by Customer Onboarding Manager (COM) o When necessary, create communication strategy with Client General Manager for review with customer o Create local Project scope when appropriate o Execute & drive readiness to launch assessment o Coordinate End to end testing with Service Delivery o Coordinate technical set ups with technical teams and telephony department o When necessary, conduct Online Booking Tool Site Review with client o Conduct post implementation meeting and handover to Traveler Care & CGM o Share ideas to Improve Implementation procedures/timelines. Use Lessons Learned on SID SharePoint Key Qualifications: o Strong English language requirement (both written and verbal) o Strong project management & analytical skills. o Ability to lead client meetings & produce presentations. o Confident & persuasive. o Demonstrates professional attitude at all times. o Basic understanding of GBT supported Online Booking tools (Concur + Neo) o Commercial awareness. o In depth knowledge of American Express Global Business Travel. o Base understanding of the GBT Branded tools (Connect Client, Expert Care, Expert Auditor, Air Track Expert, GBT Account, Connect Profile etc.). o Ability to work independently whilst contributing to the overall team objectives. o Capacity to work virtually and strong organizational skills. o Tenacious – ability to drive change in the face of possible resistance. o Excellent communicator at all levels both written and oral. o Change management skills. o Attention to detail. o Strong customer relationship skills. o Effective time management, multi-tasking prioritization skills. o Leadership skills. Salary not a limiting factor. Show more Show less