QUALIFICATIONS AND JOB DESCRIPTION
If you could change one thing about travel, what would it be? At Amadeus, you can make that happen!
Travel makes the world a better place and we are fully dedicated to improving it and making it even more rewarding. We are one of theworld’s top 15 software companies: we provide technology solutions and services within the travel industry.
Do you have ideas on how to improve travel for everyone? Do you find the idea of working in a diverse, multicultural environment exciting? Are you ready to make an impact across the world? Great, then join us! Let’s shape the future of travel together.
In this role, you will be the single point of contact for several of our 125+ implemented Airlines to answer their questions on Amadeus Product and Solutions like Amadeus Loyalty products. To match more the supported products by target group.
You will provide expert guidance to our Airlines customers and construct a trust relationship with them.
As a Customer Support Specialist, part of our worldwide 300 people group dedicated to support, you will investigate and resolve functional and technical incidents and requests, or escalate them to resolver teams. Activities will lead you to constantly exchange and share with our R&D departments, all around the world.
On top you will participate in Service Design meetings, where you will contribute to improvement suggestions for Amadeus products and solutions as well as to the input for the construction of the associated support service offerings.
Your expert product knowledge will be used also to improve the Knowledge Solutions database (internally and externally).
Key accountabilities 1- Customer Support
o Respond to Amadeus customers questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components)
o Acknowledge, investigate and when possible recover incidents within service levels
o Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers and follow-up.
o Provide Amadeus customers with updates on the status of major problems.
o Improve/complete existing Knowledge Solutions. If missing, propose new knowledge solutions and validate with team leader.
o Represent the Global Customer Care group in Service Design meetings. Provide improvement suggestions for Amadeus products and solutions as well as input for the construction of the associated support service offerings.
o Support product/solution installations and updates as well as database configurations
o Enhance team members' knowledge of incumbent's areas of expertise (products, solutions and customer) through contribution to training sessions and documentation.
Relevant experience in particular in the following areas:
o Minimum 2 years’ experience as an analyst with an experience on customer support
o Previous experience with the Amadeus Reservation, Inventory or Ticketing applications is a plus
Abilities and skills:
o Multicultural approach, responding to our worldwide customer base expectations
o Customer centricity: customer and customer satisfaction are the heart of our business
o Accountability, Autonomy and Proactivity, to provide customers with a high level of continuous service and support, while managing priorities
o Communication & Information gathering: from listening/questioning techniques to delivery of presentations internally as well as towards Amadeus customers
o Analytical thinking: Ability to use a methodical step-by-step approach to break down complex problems or processes into their constituents’ parts, identify causes and effects patterns and analyze problems to arrive to an appropriate solution
o Team spirit, transparency & knowledge sharing are part of our culture
o Master usual office tooling suite
o Capability to install, implement and maintain hard and/or software with the Amadeus IT environment on personal workstation
If you are willing to work in a diverse, multicultural environment also passionate about client interactions,please apply.
We are glad to meet you!!