Client service lead

Permanent contract
Saint-Denis
Salary: €50K+
A few days at home
Experience: > 6 months
Education: Master's Degree

Europ Assistance Holding
Europ Assistance Holding

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The position

Job description

Role/

This role is key in our organization in order to guarantee excellence in the daily basis relationships between the Travel Business line and its major partners (on a “Run” mode).

These major accounts such as Airbnb, MSC, Expedia have all specific culture and community context on top of being very demanding in terms of customer satisfaction, SLAs and quick answer to their daily requests.

The role of the Client Service Manager is to perfectly understand the partner context and to manage daily inquiries perfectly knowing the travel organization (coordinate the various internal experts), procedures and best practices.

The Client Services Manager for “jumbo” accounts is responsible for the “post-launch” account follow up and the management of the client daily requests to meet our commitments:

- Acting as a liaison between partner and internal teams,

- Management of client inquiries and change requests. Coordinating the demands toward the relevant departments and/or experts (sales, underwriting, operations, IT),

- Resolving problems/providing alternative solutions,

- Preparation and participation to the operational committees,

- Preparation of the support materials for the MBR/QBR.

- Monitoring quality with regular test plan,

- Maintaining an up-to-date documentation of support procedures,

- Ensuring accuracy of data, finance/invoice process follow up

The position aims at delivering the most efficient partner experience


Preferred experience

We are looking for a profile with high potential of growth coming from the best engineer or business schools.

Experience in a consulting firm is a plus

Perfect command of English (working language)

Very well organized & knowing to prioritize

You will join a challenging organization!


Recruitment process

HR / N+1 / peers

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