Job Description
Boston Partners PLC has partnered with Amadeus IT Group, the leading travel technology company in the world. As the exclusive distributor of Amadeus Ethiopia, our team seeks to hire the strongest candidates to represent the brand.
Amadeus is part of everything it takes to bring travel to life. We provide the technology that keeps the travel sector moving – from initial search to making a booking, from pricing to ticketing, and from managing reservations to check-in and departure processes.
Our people are driven by a passion for ‘Where next?’ and our ambition is to improve the travel experience of hundreds of millions daily. At Amadeus, you can take pride and responsibility in your work, facilitating the entire travel journey from door to door. Amadeus does this by joining up key players in the travel industry: travel agencies, corporations, airlines, airports, hotels, railways, and more. We give those companies the tools to better serve travelers and manage their own businesses more effectively.
Amadeus is at the heart of the global travel industry. Our people, our technology, and our innovation are dedicated to working with our customers and partners to shape the future of travel.
PURPOSE
Ensure the highest level of customer support, through competency, friendliness, and willingness to help based on the global helpdesk standard.
Responsible for recovering functional and technical Incidents and Requests or escalating them to resolver groups. His/her product expertise will be used to improve the Knowledge Solutions database.
Will plan, lead, and provide facilitated training courses in a classroom or virtual sessions to internal and external customers, to arrange suitable training solutions for all user levels to maximize customer performance using Amadeus products.
MAIN AREAS OF ACCOUNTABILITY
General Support
Provide assistance to customers who require support on Amadeus Solutions within the prescribed SLA (service level acknowledgment).
ROLE SUMMARY
- Meet Amadeus company objectives by ensuring all customers receive prompt friendly and accurate service;
- Answer all calls within the specified SLA required.
- Follow the correct guidelines available in ASH to enable him/her to acknowledge, investigate, and if possible, recover the incident with the target service level acknowledgment and CUS targets.
- Handle all incoming functional queries from Amadeus customers, including Extended territories, and ensure superior customer service;
- Handle Selling Platform Connect updates, such as office profile fields, office ID or terminal changes, and security access records either by help desk-specific entries or work orders, to ensure market-specific setups are correct;
- Resolve queries within the SLA, if the query gets forwarded to another department or a supplier ensure to follow up until completion of the query. Ensure customer receives regular feedback.
- Log all queries in OneviewCX and ensure enough detail is provided.
- The Customer Services Agent will also be required to attend training on products deployed when necessary, including both classroom and online training.
- Be prepared and skilled to support new solutions ready to launch in Ethiopia.
- Coordinate with the commercial team to organize customer training.
- Provide high-quality training to internal and external customers according to course content, audience, and business needs.
- Ensure training materials and exercises are well prepared and updated for each course delivery.
- Create and maintain the training schedules in the Amadeus Learning Universe (ALU) for training courses being offered
- Liaise with the planning team and the Learning design team to create the new course offer in ALU with corresponding elements (description, training material…).
Report To: General Manager
The role summary is an outlined Job description and may be subject to change, according to the needs of the business. Any other duties or tasks may be provided by management from time to time.
Job Requirements
KNOWLEDGE, SKILLS
- Customer Focused
- Language: Amharic & English
- Analytical and proactive, capable of working independently
- Flexible, adaptable, customer and result-driven
- A good team player
- Pro-active and friendly, “Can Do” approach to work
- Interpersonal Skills (written and oral)
- Time Management skills
- Travel industry knowledge (retail, airline, tour operator) and Amadeus knowledge essential
- Self-Motivated
- Organized, structured, accurate, and attention to detail
EDUCATION
- Diploma or BA in Sales and marketing, or Travel and Tourism, or equivalent in experience
EXPERIENCE
- Travel industry experience essential
- GDS experience and Helpdesk functionality
- IATA Certificate
KEY DIMENSIONS
- Customer satisfaction and productivity-focused
- Process-driven and outcomes-based approach to work to ensure maximum efficiency of the Sales and AM teams
SPECIAL FEATURES
- The role itself requires flexibility in terms of hours of work etc. and an overall positive and proactive approach to work;
- This role is highly visible externally, and the role holder should thus represent Amadeus in a positive, and professional manner at all times
- Customer-services focused
- Strong problem-solving and negotiation skills
- Process-driven with attention to detail
- Work well in a pressurized environment
- Team player
BUSINESS UNDERSTANDING
- Ability to respond positively to client requests for assistance in an often stressful Help Desk environment.
- Ability to relate to customers having both a wide and limited knowledge of computing and the company’s products and services
- Ability to learn and understand new products and services
- Ability to communicate effectively at all levels both written and verbal
- Ability to work in a team-orientated environment
Qualified Applicants should submit a Non-Returnable CV / Resume in person to Boston Partners Office in Bole, Boston Day Spa Bldg 4th floor OR you can send a soft copy directly to
[email protected] within seven (7) consecutive working days. For more information please call: +251 116184360
Note:- The position you are applying for should be mentioned in the subject line. Candidates who do not mention it in the subject line will not be eligible.
More Information
- Address Ethiopia
