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Global Customer Services Representative (Online Travel Product Support)

Summary of Responsibilities:

The Service Management Centre (SMC) acts as 2nd Level Service Desk to support Amadeus customers using Amadeus Products and Solutions. In some occasions the SMC also acts as 1st level Service Desk. The Amadeus SMC is a single Point of Contact for Incidents, Service Requests and phone calls. The incumbent is specifically responsible for recovering functional and technical Incidents and Service Requests or escalating them to resolver groups within Amadeus or to Third Parties involved in the service provided.

- Respond to Amadeus customers questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components).

- Acknowledge, investigate and when possible recover incidents within service levels using knowledge solutions.

- Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers and follow-up.

- Provide Amadeus customers with updates on the status of critical problems.

- Perform shift work outside of core business hours.

Requirements:

- High School degree or 2 year vocational degree in Tourism or IT certification on IT Systems.

- Strong industry knowledge

- Knowledge of Amadeus host functionally

- Previous customer contact experience

- Fluent English and solid PC and operating system experience

- Network Knowledge and Excellent telephone service skills.

- Ability to master multi-cultural customers under pressure

- Ability to work equally independent and within team

- Be able to work in shifts outside of core business hours (0600-0000) and on site support depending on the business needs.

Relevant Job Experience:

- Minimum 2 years experience in an Amadeus ACO or another GDS, or

- Minimum 5 years experience in a leading position in a travel agency, or

- Minimum 5 years experience in operations functions in an airline, or

- Previous customer relations experience, combined with telephone service skills.


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