Job Title

Customer Advocate -Travel

Education/Qualifications

Apprenticeship as a travel agent or other relevant apprenticeship.Alternatively academic degree in Tourism or Business Administration.Very good understanding of the Travel/Tourism Business.Previous work experience in Customer Service or other relevant experience with strong technical affinity.Experience working with Online Booking Engines, Cytric would be a plus.Experience working with CRM systems e.g. Salesforce.Computing: OBE, cytric, Microsoft Office.Languages: Very good English language skills. Spanish, German or Italian laguage is a plus.Like to face new challenges/new fields of work.persistent, resilient, structured and independent, but also enjoy working in a team.Self-confident and proactive appearance in customer contact.High IT affinity and process-oriented.

Main Responsibilities

Works autonomously within defined processes and procedures or methodologies, takes standard decisions and may support the development of solutions to complex problems of a recurring nature.Receives instruction, guidance and direction from more senior level roles or manager, with regular monitoring on the status of the assignments.May have specialized formal education or the equivalent work experience and has the required technical and functional skills and basic knowledge of the business.Provide point of contact for customers and support over tickets regarding cytric product and queries.Provide Support & Consultation as SME through phone, emails & chat in case required.Prompt and error-free processing of cases, if necessary in cooperation with other technical departments.Designing test scenarios for problem cases, performing error analyses.Provide prompt assistance in the area of customer care.Provide accurate incident resolution and service request management, within the established Service Level Agreement (SLA).Appropriately escalate issues to leadership and other teams.Proactively identify problem areas, and devise and deliver solutions to enhance the service quality and to prevent future problems.Assist the team lead with documentation and processes.Serve as an escalation point in resolving customer service issues within the scope of a specialist.Oversee the development and communication of help sheets, usage guides, and FAQs for end usersProvide accurate incident resolution and rervice request management, within established Service Level Agreement (SLA).Contribute business through reports and analysis (e.g. forecast), providing qualitative feedback when needed, assist the team lead with documentation and processes, supporting process improvement opportunities to drive operational efficiencies, analyzing customers’ business, operational and technical requirements for internal reports.Analyse customer's business, operational and technical requirements.Support process improvement opportunities to drive operational efficienciesWork closely with the Team/Stakeholders/stakeholding departments on incident progress and resolution.Create documentation for internal and external use with incident resolution and/or training.Support other technical teams as they operationalize new applications/tools to ensure the Global Support is prepared to support them and the customers.Create and conduct training sessions when needed for a variety of audiences.Any other tasks assigned by your line manager in accordance with your skills and experience.

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.