Customer Support Agent

Are you a skilled Customer Care Agent? Are you a tech-oriented professional within the travel industry with experience or familiarity with Global Distribution Systems? Then you're the person we're looking for!

We are looking for a Customer Care Agent to act as the first point of contact for Amadeus customers via phone, e-service, and/or other media for support-related requests to Amadeus' local products, services, and solutions, with a dedicated focus on achieving effective first contact resolution within the French-speaking markets.

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

As a Customer Support Agent your role will be to:

Operations Management

• Act as the first point of contact for Amadeus customers via phone, e-service, and other media, ensuring effective first contact resolution.
• Provide solutions using full product knowledge and escalate issues when necessary.
• Log cases accurately in the Amadeus tool for meaningful reports and analysis.

Customer Service Excellence

• Understand and address customer needs efficiently, avoiding prolonged calls.
• Guide customers through our portal to increase usage and adoption.
• Aim to meet or exceed French-speaking customers' expectations.

Operational Efficiency

• Ensure efficient case handling by following support processes and tools.
• Use the knowledge base and available tools for effective problem resolution.

Processes & Tools, Quality & Improvement

• Suggest improvements for internal processes, routines, and tools.
• Identify and address knowledge gaps.

Communication, Collaboration & Knowledge Management

• Collaborate with other support teams and departments.
• Maintain and share easily understood information and knowledge.
• Keep your knowledge up to date with product, market, and customer evolution.

About the ideal candidate:

• Previous significant experience in similar positions (Help desk, Customer Care) or experience as a travel agent.
• Problem solver who takes initiative to get things done.
• You are a customer-oriented problem solver who can overcome communication barriers and technical obstacles for our customers.
• Proficiency in French and English is required. Italian knowledge is beneficial.

What we can offer you:

• 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
• 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• 🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• 🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
• 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• 📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
• 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

#LI-EMEA

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity 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.