Job Title

Summary of the role:

You will deliver first and second level of support for B2B (Business-to-Business) and B2C (Business-to-Consumer) users over phone, e-mail, and with the help of different communication channels (Service Hub).

In this role you’ll:

Ensure on-call consulting to customers and partners.

Ensure high first contact resolution rate and effective problem-solving using your skills and knowledge.

Ensure thorough diagnosis and escalate issues with all relevant information and according to priority to further resolution groups, maintaining ownership, coordinating, following up, updating incidents, and reporting to customers until the case is closed.

Meet CS (Customer Service) KPIs (Key Performance Indicators) set and agreed for the department.

Work in numerous technical systems and interfaces (Merchant Products, integration with Central Amadeus Solutions, different inventory systems of hotel providers and car carriers).

About the ideal candidate:

Bachelor’s degree or higher education.

1+ years’ experience in a customer support role.

Speak and write fluently in English and Spanish and/or French (additional proficiency in German or Italian is beneficial).

Ability to support various systems and solutions simultaneously.

Commitment to customer satisfaction and timely delivery of results.

Quick learner, dedication to delivering results.

Proficient PC-user.

Flexibility to work in shifts (morning and evening) and weekends.

Ability to work independently and prioritize tasks effectively.

Ability to manage multiple tasks and deadlines effectively.

Open to work in a hybrid set-up.

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.