Customer Resolution Specialist
il y a 2 jours
Manage travelling customer invoice care complaints and queries:
- To give a quality response to the internal or external customer, using clarity and empathy so that the customer has renewed faith in Egencia service.
- To focus on First Contact Resolution, so that the query is answered, or complaint resolved, for the customer, as quickly as possible and within agreed service levels.
Contribute to Egencia’s continuous improvement processes
- To ensure each case is investigated, providing an in-depth root cause analysis, clearly identifying the topic, error type and area of responsibility.
- To categorize the case effectively so that clear reporting can derive from the analysis, to help prevent future service failures and additional customer cases
- To manage each case with a focus on the team’s key objectives of Quality, Global Alignment, Productivity and Case reduction
- To work with the Invoice Care Team Leader/Manager and Continuous Improvement, to help reduce the Query per transaction ratio in your area
- To highlight and feedback any significant issues to your Team Leader/Manager
To provide a consistent Egencia Client Experience
- To work closely with other Invoice Care Teams, ensuring the teams are Globally aligned in terms of Global Processes and Customer Experience
- To support your area/point of sale(s) and provide support to other countries, when required, ensuring Egencia clients experience an aligned quality service in all countries
Relocation (Y/N): N
Location
France - Marseille
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
GBT Recruitment Privacy Statement
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