Customer Support Agent (Travel Industry) - Scandinavian Market

  • Jornada
    Tiempo completo
  • Salario
  • Tipo de contrato
    Indefinido
  • Experiencia
    De 2 a 5 años
  • Localidad
    Barcelona
  • Num. Vacantes
    3
  • Referencia
    0105D083-94AB-8286-5687-BBB1C1BA8BB0

Are you a Customer Support Agent passionate about helping clients? Are you an enthusiastic tech oriented professional within the travel industry with experience using a Global Distribution System, and speak fluently Swedish and/or Norwegian or Danish? Then you- re the person we- re looking for!


We are looking for a Customer Support Agents to serve as Amadeus customers- first point of contact via phone, e-service and/or other media for support related requests to Amadeus- local products, services and solutions, with the key focus on achieving high standards in first contact resolution within the Scandinavian speaking markets (Sweden, Denmark and Norway).


You- ll be working in an international Amadeus Customer Service team working with our GDS (Travel Channel), making a difference in the travel and corporate area. You- ll be joining one of the world- s top 10 software to power better journeys.




In this role you- ll / Your main responsibilities



Operations Management


- Serve as Amadeus customers- first point of contact via phone, e-service and/or other media in line with the defined support process and tools and with a strong focus on delivering service within or exceeding the agreed service levels

- Primarily provide high first contact resolution to an agreed set of Amadeus Products to be measured in line with performance indicators. Utilize full product knowledge and problem resolution skills, identify when own knowledge has been exhausted and appropriate escalation of the problem should be made

- Log all cases in the appropriate Amadeus tool and assure correct and comprehensive data to enable meaningful reports and analysis



Customer Service Excellence:


- 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. Apply solutions by using knowledge base and guide customers through our portal to increase customer usage and adoption

- Strive to meet or even exceed Scandinavian speaking customers- expectations through strong personal and social skills in customer orientation, communication and accountability




Operational Efficiency:


- Ensure an efficient and qualitative case handling by following the defined support process and tools


- Work in line with, and in support of, existing help desk processes and defined service levels


- Search knowledge base for a solution and use all available tools and media for an efficient and effective problem resolution




Processes & Tools, Quality & Improvement:


- Continually report suggestions on improvements of internal processes, routines and tools to Service Operations

- Identify knowledge gaps and improve





Communication, Collaboration & Knowledge Management:



- Liaise and work well with other support teams and departments

- Provide and maintain information and knowledge that is easily understood and accessible by others - support and transfer knowledge to other members of the team

- Create and maintain Helpdesk knowledge and material

- Ensure own knowledge is kept up to date in line with product, market and customer evolution



About the ideal candidate


- 2 to 4 years in similar positions

- Tourism studies or similar with Amadeus GDS knowledge

- Working in English and at least one of the 3 Scandinavian languages (Swedish, Norwegian, Danish) to understand and communicate to any customers from the 3 countries. Other languages will be a plus.




What we can offer you



An extensive range of benefits including:

- You will be part of a multi-cultural team with international scope.


- You will benefit from a permanent contract and a competitive employee benefits package such as pension plan, travel, life and healthcare insurance as well as lunch allowance.


- Skill development and team management opportunities.


- Experience in one of the world- s top 10 IT companies.


- You will be based in either Barcelona Office (Via Augusta)