Atención al cliente
Empresas: TravelCLICK
The Implementations - Customer Care works within TravelClick´s Operations and is the first point of contact for any implementation or customer care related request. He/she recognizes and gets to the bottom of issues, tracks down possible causes of problems and establishes connections, differentiates between primary and secondary issues, demonstrates ability to gather important information and asks questions to clarify. The Implementation – Customer care specialist is precise and pays attention to detail when dealing with requests and issues, focuses on achieving results and goals and is able and willing to suitably adapt to changing situations, tasks or expectations and different individuals. PRINCIPAL RESPONSIBILITIES: Implementation related • Review the information provided by the client in the Implementation Forms. • Configure the tool by following the Implementation SOP. • Assist to the client during the Implementation Process. • Training the client on the assigned Product Functionalities. • Hand Over every account by following the Implementation SLAs. Customer Care related • Assist in the development and documentation of new processes and procedures within the Customer Care department and with other departments. • Assist training department in development of training documentation for the Customer Care department and assist where appropriate in internal training. • Act as the first point of escalation for Junior (L1) questions prior to distribution to other departments. • Ensure issues are completely researched and correctly documented prior to escalation to other departments. Ensure Customer Care is in compliance with all standards agreed to with other departments. • Act as the liaison between Customer Care and IT to gather additional information on system issues, co-ordinate clarification of support requests and validation of changes after changes are implemented. Position related • Keep abreast of new product developments and enhancements. • Participate in the User Acceptance Testing of system changes prior to release to production. • Other Implementation/ Customer Care related tasks and projects.