Job Title

Greater China Service Center Specialist

Main accountabilities:

Service Delivery with defined process & tool

Serve as Amadeus customers’ first level for Amadeus products & solutions via phone, portal and/or other media in line with the defined support process and tools Log all cases in the appropriate Amadeus tool and assure correct and comprehensive data to enable meaningful reports and analysis Utilize full product knowledge and problem resolution skills, identify when own knowledge has been exhausted and appropriate escalation of the problem should be made (including all necessary diagnosis) Advise and consult customers how to use Amadeus products, provide guidance on product usage and maximization (“how to” advice)Apply solutions by using Amadeus Service Hub Center and guide customers through Amadeus Service Hub in order to increase customer usage and adoption

Service Degration Mitigation

Identify general outages and service-disruption and act according to the defined help desk escalation proceduresLiaising with the second level support teams and relevant groups within the local / regional and global offices to ensure a fast and effective delivery of escalated items on behalf of the ACO's customer base.Adhere to the Amadeus Incident Management methodology for Severity rated incidents, defined individual and team Key Performance Indicators and escalation guidelines. System dysfunction management and escalation          

Service Improvmenet Involvement

Involvement in service improvement process and share the best practice for challenging questions/inuriesIdentify training needs and opportunities within the customer base or internal teams, and follow through the identified improvement actions with the responsible department. Support Learning Services in defining requirements for courses based on customer contact data and product feedback 

About the ideal candidate

Education

Tertiary qualifications (or equivalent) in a relevant discipline from a college of University

Relevant Experience

Knowledge of the Travel or Customer Service industryPrevious experience in providing operational support to end-usersExperience within the airline, travel, Help Desk or Call Centre industry.                 • Previous experience with Amadeus systems, products or platform.Strong team performance experience.    

Business Understanding

Ability to respond positively to client requests for assistance in an often stressful Help Desk environmentAbility to relate to customers having both a wide and limited knowledge of computing and the company’s products and servicesAbility to learn and understand new products and services    Ability to communicate effectively at all levels both written and verbalAbility to work in a team orientated environment

Application processes
The application process is easy and fast. Create manually your candidate profile or uploading your CV/Resume.

Are you the one we’re looking for? Apply now!

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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.