Customer Service Representative
Amadeus Asia Ltd.
Summary of the role
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 recovering functional and technical Incidents and Requests or escalating them to resolver groups. His/her product expertise will be used to improve the Knowledge Solutions database.
The primary responsibility is to provide secondary level support and respond to all Amadeus customers inquiries concerning the Amadeus solutions in the area of functionality, application and interaction between different solution components). The Customer Support Specialist must follow the correct guidelines to acknowledge, investigate and if possible recover the incident within the target service level targets. He or she should be knowledgeable to determine the correct group that he or she will involve as the parallel investigators for both internal and external providers if needed. Regular chasing and follow up should be performed in order to facilitate the incident resolution.
High capacity to manage the different incidents depending on the severity of the cases handled. For the Severity 1 or Critical cases, he or she must update the incident on a regular basis in order to ensure that the customer is updated about the latest status of the incident. He or she must provide operational support to their respective management and comply with all the requests and duties given to them.
Pro-activeness in improving and creating knowledge solutions as a part of knowledge sharing. Identify the need of a support document and request publication to respective Operation Manager as needed. Participate in all the sessions delivered by Service Design and Implementation (SDI) , R&D or any other external or internal groups delivering support and troubleshooting sessions for Service Management Centre. Give your comments, suggestions and recommendations.
Support various solution installations and updates as well as database configurations. Must do all possible to stay updated in terms of all the changes within the Amadeus solution environment. If required and needed he or she will provide onsite customer visit to various Amadeus Commercial Organization and other providers to provide cutover support or troubleshooting sessions.
- Bachelor degree
- Minimum 2 years GDS experience or minimum 5 years’ experience as a GDS end-user.
- 4 years’ experience of working at the Service Management Centre.
- Experience in Online Booking tool (B2B or B2C)
- Strong industry knowledge
- Previous managerial experience (preferred but not essential)
- Strong Travel industry knowledge.
- Knowledge of Amadeus host functionality.
- Previous customer contact experience.
- Fluent in English
Amadeus Asia Ltd.
Shaping the future of travel is important to us at Amadeus. Today, with technology getting smarter by the minute, that future is more exciting than ever.
Our business success relies on our people being always passionate about what we do. We believe in aiming for excellence, taking responsibility, working together and putting our customers first.
We encourage you to be part of new and exciting projects and for you to take the lead when it comes to your progression.
Since mobility allows you and Amadeus to grow, we always look internally first when searching for candidate.