The overall purpose is to analyse customer requirements to ensure that products of our portfolio will satisfy the business needs of our client. The position is based at CHAMP offices in London reports to the Product Manager, Cargospot Airline.
You will be responsible for development and maintenance work & support on CHAMPS Cargospot product. The Cargospot product is based on Java and CrystalReports technologies.
The place of employment is CHAMP Cargosystems’ offices in Hayes, Middlesex, close to London Heathrow airport, and in walking distance of local transport. Free car parking is available on-site.
Customer Care Representatives are the voice of CHAMP to the customer. Their primary mission is support by gathering pertinent information of the customer contacting the L1 Customer Care Desk and documenting the information to perform initial triage. In some instances, the Customer Care Representative is expected to be able to resolve calls, however, for others, they will pass to the Level 2 desk and maintain appropriate communication with the customer regarding the status.
IT Operations Process Analysts are the drivers of CHAMP processes to the customer. Their primary mission is to collate data from various ITSM tools such as Service Now, JIRA, service call tickets etc. and create/automate reports for the GOC and management teams.
Analyze data for patterns & improvements. Document processes & procedures for the Service Desk teams (L1 & L2).
Cleaning up and update existing documentation to build a consistent knowledge base for the team.
Generate and manage profitable revenue from the sales of CHAMP’s products and services in the portfolio to the air cargo industry within the assigned territory / prospect list.
Develop and manage the on-going relationships with existing customers and potential new customers within the region.
To Ensure that CHAMP meets the contracted terms and exceeds customer expectations in order to generate new sales opportunities.