Job Title
Our Company
Amadeus provides the technology which keeps the travel sector moving - from initial search to making a booking, from pricing to ticketing, from managing reservations to managing check-in and departure processes.
Our products and solutions help to improve the business performance of our customers; travel agencies, corporations, airlines, ground handlers, hotels, railways, car rental companies, airports, cruise lines and ferry operators…
Summary
We are looking for a Customer Support Agent to serve as Amadeus customers’ first point of contact via phone, e-Support and/or other media to support related requests to Amadeus’ local products, services and solutions, with the key focus on achieving high standards in first contact resolution.
Main Responsibilities:
Operations Management:
- Serve as Amadeus customers’ first point of contact via phone, e-Support and/or other media in line with the defined support process and tools and with a strong focus on delivering service within or exceeding the agreed service levels (main focus is high accessibility to hotline and high first contact resolution)
- Primarily provide high first contact resolution to an agreed set of Amadeus Products to be measured in line with performance indicators. Utilize full product knowledge and problem resolution skills, identify when own knowledge has been exhausted and appropriate escalation of the problem should be made
- Log all cases in the appropriate Amadeus tool and assure correct and comprehensive data to enable meaningful reports and analysis
Customer Service Excellence:
- Quickly understand customer needs and impact. Service customer in a fast and efficient manner and apply workarounds if final solution cannot be applied in short time. Do not apply "try and error" approach during customer contact and avoid keeping customer too long on the line (especially when operating on the payline).
- Apply solutions by using e-Support Center and guide customers through e-Support in order to increase customer usage and adoption.
Operational Efficiency:
- Ensure efficient and qualitative case handling by following the defined support process and tools.
- Work in line with, and in support of, existing help desk processes and defined service levels
- Search e-Support Centre for a solution and use all available tools and media for an efficient and effective problem resolution.
Processes & Tools, Quality & Improvement:
- Continually report suggestions on improvements of internal processes, routines and tools to Service Operations.
- Identify knowledge gaps and improve.
Communication, Collaboration & Knowledge Management:
- Liaise and work well with other support teams and departments.
- Provide and maintain information and knowledge that is easily understood and accessible by others - support and transfer knowledge to other members of the team.
- Create and maintain Helpdesk knowledge and material.
- Ensure your own knowledge is kept up to date in line with product, market and customer evolution.
The ideal candidate
- 3 to 4 years in similar positions or experience working with Amadeus System in travel agencies.
- University degree (Tourism)
- Fluent in English and Spanish. Any other language will be a plus.
- The schedule will be organized according to the shift structure.
What we can offer you:
- A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
- A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
- Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
- A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
- A hybrid working model - We want our employees to do their best work, wherever and however it works best for them.
- A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
- A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
- A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
Diversity & Inclusion
Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.
Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.