Customer Support Supervisor

Job Title

Customer Support Supervisor

Summary Of The Role

Amadeus is committed to providing customers globally with superior support and service to ensure their success in using Amadeus solutions. Amadeus Hospitality’s award winning Customer Support team offers first line support to its global customer base in the hospitality industry. The first priority of the Customer Support team is to help every customer be more successful in using our products.

The Customer Support Supervisor role is responsible for the customer service, technical support, troubleshooting and subject matter expertise regarding Amadeus’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 customer’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.

In This Role You’ll / 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 and 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 Aptitude

• Maintain general knowledge of all Amadeus Hospitality products and the integration points that collectively form client solutions
  
  

About The Ideal Candidate

To succeed in your new role, you’re required to have relevant experience in the following areas:

• Tertiary qualifications (or equivalent) in a relevant discipline from a college of University
• Experience in Customer Service Call Center Environment, Technical Support, Problem Solving, and Quality Focus.2+ years
• 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
• Analytical thinking
• High Level of computer literacy/technical aptitude - including software, hardware, automated call logging systems and communication operating principles (Microsoft suite, Salesforce, etc.)
• Highly motivated, service-oriented customer service professional with the ability to lead a team and communicate effectively to people of all levels and experience
• Hospitality Experience is a plus
• Leadership qualities a plus.
  
  

What do we offer?

• 🤝 Values-Driven Culture: Join a team guided by innovation, efficiency, accountability, teamwork, quality and people focus.
• 🌍 Impactful Work: Play a vital role in creating smooth, connected travel payment experiences globally
• 🌈 Multicultural Environment: Experience the richness of a truly diverse work environment
• 🚀 Cutting-Edge Innovation: Collaborate with a team of experts building an award-winning payments platform to challenge legacy processes
• 🏠 Flexible working: Embrace a dynamic work environment with the freedom to balance your professional and personal life seamlessly.
• 🩺 Private Medical Insurance: Prioritize your well-being with comprehensive coverage under our private medical insurance plan.
• 🎉 And Much More: Language Classes, Gympass, Yoga Classes, Physiotherapy Service, Life Coaching and a Referral Program
  
  

Diversity & Inclusion

We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.