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Support Analyst - APAC

5.00 to 10.00 Years   Delhi   28 Mar, 2022
American Express
Job LocationDelhi
EducationNot Mentioned
SalaryNot Disclosed
IndustryTravel / Tourism
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Manage client Customer Relationship Management tool (CRM) which is a global internal customer relationship management system for Microsoft travellers/employees. Objective is to support Microsoft Travel team in managing day to day interaction s including escalations from Travellers, Stakeholders and Global Procurement Group colleagues. Working closely with the Service Delivery Team to engage in both adhoc and project related activity, actively seeking opportunities to turn frequently raised questions and/or issues into long term solutions delivering improved user experiences to the wider audience. The role requires a passion for customer service, process & quality improvement skills,Key Responsibilities
    • Day to day management of all associated MSTravel alias s utilizing CRM technology to enable measurement to SLA. Additionally, the Alias coordinator & RM Support team members will be responsible for both managing and supporting the following initiatives with an aim to ensure global consistency of all activity wherever feasible:
    • Creation of communications including email newsletter, PPT and word documents both regular and project/adhoc
    • Day to day management of social media activity including Yammer
    • Incident management related communication delivery through email, MSW, Tool and SMS technology as appropriate
    • Management of all internal MSTravel team SharePoints
    • Coordinating all team internal communications ensuring information share both cross function & category
    • Provide online site administration and Level 2 navigational support for Microsoft Travel online tools in APAC.
    • Support Follow the Sun Level 2 navigational support for Microsoft Travel online tools globally
    • Provide online booking tool training to Microsoft employees as required
    • Support local/regional or global projects where applicable
    • Ensure all KPI s are successfully met
    Key Success Criteria
    • Highly motivated & engaged customer management style
    • Effective communication and time management
    • Ability to prioritize workload and work effectively across time zones
    • Ability to build close working relationships
    Knowledge, Skills and ExperienceEssential Experience
    • Regional travel industry experience
    • Knowledge of Concur OBT and Sabre GDS
    • Communication skills
    • Customer service skills
    • Working in multi-cultural, cross-country and diverse team environments
    • Attention to detail
    • Resourceful and self starter
    • Team focus
    ,

Keyskills :
unixtroubleshootingcustomer relationsslaenvironmentcustomer relationship managementsocial mediacustomer serviceservice delivery

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