Job Description

Key Responsibilities Primary focus - to provide excellent service to a range of travel clients. Support with light account management duties and administrative support Maintain client portals Inbox management within set SLAs Initial point of contact for invoicing queries. Liaise with the client and the finance team Client Account support including but not limited to, password resets, profile removal or movement, customer reference fields etc. Client standardised reporting Setup visa alert Portal/ kit maintenance for non-corporate clients Maintain records within the designated customer service system e.g. Freshdesk Skills, abilities and knowledge Relationship builder that earns the confidence of others by demonstrating integrity, reliability and respect; builds and sustains solid partnerships based on mutual support through a collaborative style. Demonstrated problem solving and analytical skills Ability to multi-task effectively and change gears quickly without skipping a beat, ability to prioritize among competing tasks. Organization and time management skills, rigor and attention to detail. Ability to work independently as well as be a strong team member, working collectively towards organizational goals and objectives. In addition to the Client Support activities details above, the Sr Associate/Team Leader would have the following additional responsibilities: Manage team of Client Support personnel Assign tasks, delegate work, and set clear expectations. Monitor individual and team performance against key metrics (e.g., call handling time, customer satisfaction). Act as first point of escalation for issues that cannot be resolved by the Client Support team Conduct regular team meetings to discuss goals, challenges, and best practices. Ensure timely and effective resolution of customer inquiries and complaints. Handle escalated customer issues and complex problems. Monitor customer interactions through call recordings and chat transcripts to ensure quality standards are met. Proactively identify and address customer pain points.