Global Program Care Service Analyst

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This role will interface with the Travel Manager as a travel program point of contact for an evening shift starting from 11:00am-8:00pm EST (desk closes at 8:00pm EST). This role will directly support customer key contacts and Client Management. Provide end to end support for day-to-day travel program management requests, maintenance, and issue resolution. Provide general assistance for monthly reporting packages and ad hoc data.

Interact and support client with day-to-day requests such as policy exceptions, ad hoc initiatives, and post trip reporting support.

• Provide strong service provision and faster resolution for internal and external customers as they initiate or elevate support needs within Global Customer Support via Phone, Email or Salesforce.
• Provide servicing via inbound phone support environment, email, and future chat/messaging.
• Act as a primary point of contact for common issues for clients/customers.
• Learn quickly, understand, and interpret key product or program symptoms applying logical diagnostics in a variety of contexts.
• Responsible for driving First Call Resolution for our key contacts reducing time our clients spend resolving program issues.
• Drive a positive experience and Net Promoter Score via strong service provision, expertise and follow up representing the Global Business Travel brand externally.
• Promote and implement best practices across the teams.
• Coordinate with Global Program Care leads to prioritize workloads and priorities.
• Act as triage and support for customer requests using knowledgebase articles.
• Assessment of requests to determine best resolution channel and either resolve or route.
• Facilitate case movement for internal partners (CGM case updates) and monitoring SFDC cases.
• Real time WFM related to case management, disseminate case escalations, and case acknowledgement.

• Working knowledge of GDS systems (Sabre, Apollo, Galileo, Amadeus).
• Creative problem-solving skills.
• Proficient in Microsoft applications;
  Outlook, Word, Excel, and PowerPoint.
• A proven background in client servicing and direct client facing servicing experience.
• Excellent business writing skills, to ensure documentation is written in a clear and concise manner.
• Strong prioritization and time management skills.
• Motivated and flexible to accommodate both internal and external clients.
• Strong independent decision-making capability Interaction and communication with diverse working styles, ability to build and leverage strong working relationships.
• Knowledge of GBT products, solutions and services desired.
• Experience with SFDC a plus.

The US national annual base salary range for this position is from $50,000 to $100,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location. In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance.

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

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