Account Management Support UKI

The role

We are looking for an Account Management Support Agent who is customer oriented and result driven to join our Account Management Team in TravelPerk.

As an AM Support Agent, you will manage the Account Management salesforce queue and offer our clients a high level of customer service for general queries, complaints and requests.

What you will do:

• Manage the Account Management team salesforce & intercom queue
• Support the finance team with credit control issues and queries
• Be first point of contact for our support Slack channel
• Support the Account Managers on requests received from customers requiring investigation
• Respond to customers’ basic general queries, amend and update the platform as per customer requests
• Investigate and handle complaints from customers
• Be responsible for responding to all NPS detractor comments, logging feedback and escalating concerns to the relevant account manager when appropriate
• Process daily traveller tracking files
• Process customer profiles and data capture updates on a regular basis in line with agreements made with customers
• Process simple configuration and custom field requests from customers and/or Account Managers
• Be the first point of contact for any customer setup queries from the customer support team
• Provide remote/web-based training to customers on how to use our platform if required and the relevant account manager is unable to host
• Provide support to team managers on unmanaged customers
• Monitor news / social media for potential disruptions, with a view to sending out travel alerts
• Liaise with hotels to arrange the successful setup of customer corporate rates into our platform
• Place periodic calls to small spending clients to gain feedback, and ensure they are satisfied with the Click Travel platform

What we are looking for:

• Excellent communication skills, well organised and used to working to tight deadlines and under pressure
• Obsessed with providing an excellent service to our customers 
• Able to work closely with colleagues as part of a team
• A friendly and professional telephone manner
• Confidence in interacting with customers on the telephone and via Zoom / Google Meets / Teams
• Must be detailed, focused and comfortable working on own initiative (with support initially)
• Able to use own initiative to overcome problems
• Flexible with doing other tasks
• Professional attitude when dealing with suppliers, customers and fellow colleagues

Bonus points for:

• Good understanding of our platform from an end user perspective;
• Good understanding of business travel;
• Experience working with Microsoft Excel/Google Sheets

Our Benefits

• 💰 Competitive compensation, including equity in the company;
• 🌴 Generous vacation days so you can rest and recharge;
• 💊 Health perks such as private healthcare or gym allowance, depending on location;
• 🧩 "Flexible compensation plan" to help you diversify and increase the net salary;
• 🥳 Unforgettable TravelPerk events, including travel to one of our hubs;
• 💙 A mental health support tool for your well-being;
• 📒 Exponential growth opportunities;
• 🫶 VolunteerPerk - We offer 16 paid hours per year that you can use to give back to society by volunteering for a charity of your choice.