Understand how the Payments, predominantly cards, business relates to the customers requirements to ensure appropriate response when dealing with queries.
Understanding and management of the application, monitoring files, fixing errors, and reporting issues, all within the defined SLAs.
Work with Sales Support and Account Managers to provide updates to Airlines on new services available to maximize the potential for growth, and to meet revenue targets for the business.
Work with Implementation Managers to ensure that all projects are completed according to Customer requirements and contractual agreements.
Work with Director on new developments and fixes for the Vivaldi application.
Provide Customer support by resolving queries received from Airlines, Acquirers and Card Companies in a timely manner by working to agreed internal SLAs.
Pro-active in reviewing Airline card activity using monthly statistics and other sources of Airline information to provide added value to the customer and the business.
Ensure that all operational functions are completed in a timely and accurate manner according to agreed SLAs and processes.
Keeping up to date with, and informing Customers of, all releases/fixes/developments to the Vivaldi application.
Attend internal and external meetings as required.
Provide external training to Airline customers, either online or face-to-face.
Maintain documentation on all business processes, procedures, SLAs, and training, including assigned Airline accounts.
Management of contract service addendums from creation to signature to production.
Management of scheduled customer service reviews, face-to-face online.
Document and maintain detailed Account information for assigned Airline accounts, to ensure that knowledge is transferable between the team.
Attend and participate in onsite UAT projects for new implementations.
Ensure that the rest of the team members are meeting departmental SLA s & reporting issues/incidents to your manager in a timely manner.
Ensure that customer SLAs are met by resolving the assigned calls daily.
