Customer Support Coordinator, Amadeus
Global Expert Team
+ Bonus & Equity
Travel analytics software
Be an early applicant
Travel analytics software
1001+ employees
Be an early applicant
+ Bonus & Equity
1001+ employees
Company mission
To power better journeys through travel technology.
Role
Who you are
- Proven significant previous experience in travel industry (airlines / travel agencies)
- Has experience in handling functional and technical incidents and requests
- Has experience in handling customers questions and concerns
- Has experience in investigating and recovering of incidents
- Working knowledge on Amadeus Products would be beneficial
- Familiarity with reservations, ticketing, cancellations, resolving complaints, refunds, flight issues and delays, etc
- Strong customer service, problem solving, communication and analytical skills
What the job involves
- The Customer Support Coordinator (CSC) is a Global Expert Team member who also acts as a POC for selected key customers inside Travel Distribution
- They provide highest level of functional, technical and expert support to these customers and act as a single point of contact into the Customer Care Management organization
- They work with other internal teams to ensure customer activity is prioritized and that any contractual SLAs and/or internal SLTs are met
- They are part of the extended commercial account team working closely with them on ensuring the best end-to-end customer experience
- Incident Management: Acknowledge, investigate, and recover incoming incidents within contractual SLAs. Escalate complex issues to 3rd level resolver groups or third-party providers
- Subject Matter Expertise: Serve as a functional, technical, and product expert, particularly on customer technical setups and products. Proactively monitor customer bookability to resolve complex issues
- Knowledge Creation: Develop and improve customer-specific knowledge and processes. Recognize repetitive issues and known errors to facilitate faster recovery
- Log Analysis: Analyze complex system logs in various formats (Edifact, XML, JSON) with provided training
- Team Collaboration: Work within the Global Expert team, focusing on key customer support. Ensure peers understand customer-specific requirements and maintain response quality standards
- Team Integration: Act as part of the commercial extended team, providing support expertise. Liaise with Delivery (Customer Operations) Consultancy team, commercial team, and Customer Operations area for end-to-end customer support
- Incident Review: Conduct monthly reviews with the commercial extended team on incidents, service levels, and trends
- Project Representation: Represent CCM in project teams and meetings related to new customer requirements
- Collaborative Problem Solving: Escalate incidents outside team competencies and work collaboratively with account managers, product managers, implementation, and development teams, as well as external service providers, to meet customer expectations
Application process
- End Date: March 28, 2025
Our take
Legacy Spanish travel and tourism IT provider Amadeus has been working in the industry since 1987 when it was originally founded as a European global distribution system (GDS) for airlines. Now its software connects travellers to journeys via agents, search engines, tour operators, accommodation, and transport.
Having diversified in the mid-noughties to match the evolution in digital technology, Amadeus now powers business analytics and software solutions for 16 sides of the travel industry and with 6 business tools. It doesn’t spread itself thin either, with more than 15,000 employees across the world and growth still in motion.
Amadeus continues to solidify its position as a leader in the travel and hospitality tech sectors, evidenced by its strong financial performance in the second quarter of 2024. The company's significant revenue growth, strategic acquisitions, and partnerships underscore its commitment to innovation and expansion and it doesn't plan to slow down anytime soon.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Company HQ
San Pascual, Madrid, Spain
Articles
Leadership
Luis Maroto
(CEO & President)Previously Deputy CEO and CFO at Amadeus before becoming the President and CEO in 2011. They also worked as a Corporate Support Functions Director at Grupo Bertelsmann.
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