What are the responsibilities and job description for the Online Configuration Specialist position at CI Azumano Travel / Vacations?
CI Azumano Travel, seeks an Online Configuration Specialist. Primary responsibility is to provide day-to-day support to internal and external customers on the implementation, configuration, and troubleshooting of all online travel systems.
Objectives Of This Role
Objectives Of This Role
- Receive internal and external client inquiries primarily via email or Zendesk, regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines.
- Support high client satisfaction rates through excellent customer service, prompt follow-up to client issues and proactive problem solving.
- Collaborate with internal and external subject matter experts as necessary to resolve customer issues internally and externally.
- Logically diagnose and resolve basic to intermediate issues or determine resources required to resolve.
- Serve as point of technical contact and liaison for online booking tool system vendor(s).
- Oversee the setup and configuration of online booking tool for new and existing customers, recommending best practices and alternative solutions as needed.
- Provide training for users on the online booking tool either virtually or on-site.
- Review all online solutions feature enhancements to determine impact and communicate to internal/external parties as applicable.
- Work directly with third party vendors to manage projects when necessary.
- Provide support in the area of RFP responses, presentations at sales demos.
- Be aware of and comply with all corporate policies.
- Ability to work with minimal supervision.
- Provide backup assistance for other staff within the department.
- Maintain exceptional project/time management, prioritization, and organizational skills to ensure customer satisfaction.
- Maintain effective working relationship with all departments and vendors to ensure all aspects of customer projects/program implementations are achieved in a timely and professional manner.
- Maintain working knowledge of new products and product upgrades. Determine impact and communicate to internal/external parties as applicable.
- Maintain accurate, high-quality and timely documentation for all online booking tool-related processes and procedures.
- Participate in weekly team meetings.
- Coordinate with other CI Azumano departments and 3rd party vendors on new tools and processes to support the team with a goal of reducing repetitive tasks and increasing velocity while maintaining customer satisfaction and company profitability.
- Prepare and deliver regular progress reports to leadership that include: current workload, project status updates, current or potential barriers to success, along with recommended solutions.
- Provide regular feedback to leadership regarding customer relationships, escalating any unresolved client issues as necessary to ensure timely resolution.
- Identify and define business growth opportunities.
- Assume additional responsibilities as directed by management.
- Four or more years’ corporate travel industry experience.
- Four or more years’ experience with Concur Travel.
- Four or more years’ experience with one or more GDS.
- Exceptional time management, prioritization, and organizational skills.
- Strong written and verbal communication skills.