Customer Support Coordinator

Title: Customer Support Coordinator

Location: 

Job Description:

Job Title

Customer Support Coordinator

All CVs must be submitted in English.

Summary of the role: 

he Global Expert Team Specialist/Customer Support Coordinator (CSC) is a Global Expert Team member who also acts as a POC for selected key Customers and Airlines.To provide the highest level of functional, technical and expert support to these customers and act as a single point of contact into the Customer Care Management organization.Theywork with other internal teams to ensure customer activity is prioritized and that any contractual SLAs and/or internal SLTs are met.They are part of the extended commercial accounting team working closely with them on ensuring the best end-to-end customer experience.They perform a percentage of Global Expert Team specialist role and percentage of Customer Support Specialist, depending on the size of the customer(s) they support.

This particular role provides point-of-contact support to Amadeus Key customers and requires high level of engagement, communication and follow-through.

In this role you’ll:

Customer Relationship:  

1. Customer point of contact always providing customer status of all incidents

2. Entry points for all customer support escalations

3. Proactive monitoring and escalation of all pending incidents

4. Accompany customers during all critical incidents, including joining customer bridge calls

5. Weekly/Monthly customer meetings on pending incidents/support issues

6. Acknowledge, investigate, and conduct logical analysis of complex issues; when possible through recovering incidents using knowledge solutions to restore service as quickly as possible within the service levels.        
                 

Technical Expertise:

1. Functional, technical and product expert that allows for the acknowledgement, investigation and when possible, recovery of all incoming incidents within contractual SLAs.   Proactive monitoring of customer bookability to resolve more complex issues.

2. Considered subject matter expert on customer technical set-up and products

3. Escalate incidents outside the scope of expertise to 3rd level resolver groups and/or third-party providers

4. Create or improve customer specific knowledge and processes

5. Analyze complex system logs in different standard formats of structured information (Edifact, XML, JSON) (all the necessary training will be provided)

6. Recognize repetitive customer issues and known errors to facilitate faster recovery.

7. This role is a subset of the Global Expert team focused on key customer support.  They are responsible for taking cases for their assigned customer(s) within their area of expertise (i.e. Shopping/Travel Order Management).  However, responsibility beyond their scope is not to acknowledge / handle/ resolve all cases but rather ensure that their peers understand the specificities of their given customer and that the quality of the response is in line with the standards for that customer.

                         

Collaboration/Escalation:

1. Considered part of commercial extended team as it relates to support expertise

2. Liaise with members of the Delivery (Customer Operations) Consultancy team and commercial team and Customer Operations area to ensure positive end-to-end support from customers

3. Monthly review with commercial extended team of all incidents, service levels and trends

4. Represent CCM in project teams/meetings specific to customer new requirements

5.   Escalate incidents outside the scope of team competencies. Work collaboratively in a team environment with account managers, product managers, implementation, and development 3rd level resolver groups within Amadeus; or external service providers to meet customer expectations regarding the resolution of issues/service requests.        

 

About the ideal candidate:

Education:

• College/University Degree, Technical School degree, or 2+ years’ experience with GDS/Airlines/Travel Agency/Back Office/Hotel or Rent Cars products and services, IT troubleshooting, and customer support.

Relevant Work Experience:

• 2+ years’ experience with GDS/Airlines/Travel Agency/Back Office/Hotel or Rent Cars products and services, troubleshooting technical issues, and account management.
• Preferred: Previous GET or GST background (internal to Amadeus).
• Strong verbal and written communication skills.

Business Understanding:

• Knowledge of GDS/Airlines/Travel Agency/Back Office/Hotel or Rent Cars products flow (Amadeus preferred).

Competencies:

• Accountability: Focuses on personal contribution and achieving objectives. Reliable and proactive.
• Business Acumen: Understands the Amadeus business and its relation to their role.
• Technical Excellence: Possesses the skills to perform at a high level.
• Customer Focus: Understands and meets customers’ needs.
• Communication: Clear and structured communication; listens to others.
• Building Relations: Positive, collaborative, and works well with others.
• Leading Self: Self-aware, self-developing, and self-motivated.
• Analytical Thinking: Identifies issues, gathers information, and draws conclusions.
• Adaptability & Flexibility: Adapts to different situations and demands

 

What we can offer you:

• Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances, and other competitive benefits.
• Work from anywhere: onsite, hybrid, or fully remote.
• Professional development to broaden your knowledge and enhance your skills with online learning hubs packed with technical and soft skills training that allow you to develop and grow.
• Enter a diverse and inclusive workplace, join one of the world’s top travel technology companies, and take on a role that impacts millions of travelers around the globe.
   

Application process:

The application process takes no longer than 10 minutes! Create your candidate profile, upload your Resume/CV, and apply today!

Working at Amadeus, you will find:

 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

 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 complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

 A flexible 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.

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.