Purpose of the Role: Â The Customer Support Supervisor role is responsible for the customer service, technical support, troubleshooting and subject matter expertise regarding Amadeusâ€™s Hospitality Products and other related offerings. It includes supervision and team building of Customer Support team members. The position has a significant company-wide impact and is critical to ensuring that the customerâ€™s experience with Amadeus Hospitality is seamless, consistent and positive. The position coordinates technical resources including the engagement of third party partners as necessary and includes the development and implementation of policies and procedures for the provision of proactive and reactive support.
Your Main Responsibilities:
Leadership Oversight of direct reports in accordance with the organization's policies and applicable laws. Motivate, collaborate and encourage high engagement including leading by example. Personnel related issues, addressing complaints & resolving problems. Provide mentoring, coaching and technical guidance to team members. Assist in scheduling training for advancing technical and non-technical needs. Responsible for any PCB activities such as ADP/time off, performance reviews and contribution to trend analysis for disciplinary action as necessary. Operational Efficiency
Reinforce proper case handling procedures are followed including high level of quality and appropriate case progression.
Track and monitor unresolved issues in accordance with Support escalation procedures and specifically communication internal and external.
Assist in identifying process and procedure improvements and general areas needing improvement within the department. Administrative Duties
Plan, assign and direct work in collaboration with management.
Implement department measures for entire team to achieve daily, weekly, monthly and annual productivity and satisfaction goals including the reporting to provide trends on individuals and team basis.
Responsible to schedule resources in support of our Global follow-the-sun model.
Participate in interviewing and hiring.
Responsible for successful on-boarding. Technical and Troubleshooting AptitudeÂ
Maintain general knowledge of all Amadeus Hospitality products and the integration points that collectively form client solutions. About the Ideal Candidate:
Tertiary qualifications (or equivalent) in a relevant discipline from a college of University
Minimum 1 Year demonstrated experience in Customer Service Call Center Environment, Technical Support, Problem Solving, and Quality Focus.
Equal amount of technical experience and 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
The Customer Support Supervisor role is responsible for the customer service, technical support, troubleshooting and subject matter expertise regarding Amadeusâ€™s Hospitality Products and other related offerings.
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