Job Description st JOB TITLE: Customer Support Executive – 1 Level, Amadeus Ireland (Part-time role, 20hrs/week) th CLOSING DATE: Friday, February 8 CONTACT; Volker Lorenz, General Manager Ireland, [email protected] DESCRIPTION The Customer Support Executive (1st Level Support) provides high quality customer service with the objective of being a contributor to customer loyalty and highest possible customer retention, ensuring the delivery of consistent superior levels of customer service to the Amadeus customer base. The primary responsibility of the role will focus on serving as Amadeus customers’ first point of contact via phone, eSupport and/or other media for support related requests to Amadeus’ local and central products, services and solutions, with the key focus on achieving high standards in first contact resolution. Area of responsibility covers functional and technical 1st Level support services with the aim to recover any servicedisruption. If resolution is not possible during first contact, the customer support executive will relay requests to 2nd Level Support, including all necessary diagnosis. KNOWLEDGE, SKILLS & EXPERIENCE Vocational/associate degree or equivalent work experience within the travel industry Expansive Amadeus and other travel related system experience Work experience within a travel agency, airline or related travel service. Service & support/helpdesk experience would be an advantage Proven track record for service delivery, problem analysis and resolution. Knowledge of Microsoft Office and Amadeus/other GDS products. ROLES & RESPONSIBILITIES Serve as Amadeus customers’ first point of contact via phone, e-Support and/or other media in line with the defined support process and tools and with a strong focus on delivering exemplary service Handle high volume of low to medium complex customer service requests and incidents (e.g. functional queries nd rd related to the Amadeus products and system problem reports etc.) Relay requests/problems to 2 /3 level support when first contact resolution is not achieved. Primarily provide high first contact resolution to queries relating to Amadeus products. Log all cases and assure correct and comprehensive data to allow for report analysis. Participate in other customer related support activities, travelling onsite to customer locations when necessary. Quickly understand customer needs and impact. Service customers in a friendly and efficient manner and apply workarounds if final solution cannot be applied in short time. Advise and consult customers how to use Amadeus products, provide guidance on product usage. Apply solutions by using Amadeus e-Support Center and guide customers to use and adopt e-Support. KEY COMPETENCIES Customer focus, flexibility, team player, multicultural approach, accountability and proactivity, communication: Strong customer service focus. Focuses on the best interest of the customer and Amadeus to create profitable, long term business partnerships. Takes responsibility for achieving results that have a clear positive impact on business performance, Is flexible to adapt the role where necessary to fulfil the needs of the customer. Effectively communicates within the organisation to work together as a team.
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