Job Title
Main Responsibilities
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)
Identify general outages and service-disruption and act according to the defined help desk escalation procedures
If problem cannot be solved in 1st Level, ensure deep and comprehensive diagnosis and escalate with all relevant information and according to priority to further resolution groups by keeping the ownership, drive/coordinate, follow up, update incidents and report to customer until case is closed
Keep close contact with the customer and provide the solution mainly over phone, e-mail, Amadeus Service Hub and with the help of remote tools
Quickly and efficiently turnaround cases assigned to the group and proactively resolve problems within agreed service levels using logical, efficient and structured root cause analysis approach to troubleshooting, through asking appropriate diagnostic questions. Distinguish between problem symptoms, and problem cause.
Quickly understand customer needs and impact. Service customer in a fast 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 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
Multitask day-to-day help desk activities and prioritize departmental and customer demands and workload successfully
Work effectively within and across departmental teams’ and peer groups, developing and maintaining collaborative partnerships
Education:
Degree in Tourism or relevant degree preferred
Relevant work experience
3 to 5 years 5 years of experience in similar positions with Strong travel industry knowledge
Languages
Mandarin/Chinese native speaker, excellent written skill
English, excellent written and oral skills
Diversity & Inclusion
We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.
