Purpose of the Role:
The purpose of role is to be the customer advocate for escalated issues. It includes leadership and team building of the Customer Support team members. The position has significant company-wide impact and is critical to ensuring that the customerâ€™s experience with Amadeus Hospitality is seamless, consistent and with a positive outcome.
Your Main Responsibilities:
Ensure that all customer escalations and complaints are managed to excellent professional standards and within Amadeus's terms and policies as well as applicable SLA/SLO/OLAs.
Demonstrate ownership of customer issues and work proactively with all teams and vendors to resolve issues in a timely manner.
Follow escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and keep all relevant parties informed of actions taken to resolve issues.Â
Utilize appropriate tools to ensure leadership and customers receive relevant and accurate information in a timely manner.
Engage Amadeus employees and team from across the organization to help solve customer issues.Â
Maintain contact with all other relevant customer groups within Amadeus to ensure support for resolution of customer issues, consistency of approach and smooth cross-department co-operation.Â
Identify and report systemic issues causing complaints to improve processes and products. Understand current business processes and tools which impact our customers and work with the necessary owners internally to resolve any issues, and fix processes.Â
Share information and knowledge with the other team members to reduce the number of repeated issues.
Excellent written and verbal communication skills, able to distill salient information into an understandable format consumable by both technical and non-technical resources (internal & external). About the Ideal Candidate:
Tertiary qualifications (or equivalent) in a relevant discipline from a college of University
Minimum 3-5 years demonstrated experience in Customer Service Call Center Environment, Technical Support, Problem Solving, and Quality Focus.
Experience with managing customer escalations is preferred
Hospitality industry knowledge
Equal amount of technical aptitude balanced with customer service experience
Strong customer service, problem solving, time management and team building skills are essential
Exceptional verbal and written communication skills in English
Highly motivated with demonstrated ability to work in both a team environment and independently
High Level of computer literacy/technical aptitude - including software, hardware, automated call logging systems and communication operating principles (Microsoft suite, Salesforce, etc.)
Manage the escalation flow between technical resources including 3rd party vendors, Level 2, and Level 3 (Development). This position is responsible for the customer service, technical support, troubleshooting, subject matter expertise and security.
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