About the role
Job Title
Customer Support Representative - Japanese Bilingual Job Title
Customer Support Associate (Travel) | Japanese Bilingual
In this job you will
Serve as Amadeus system users’ point of contact, ensuring appropriate rectification or escalation of reported problems and managing inquiries in a timely and accurate manner.
Liaise with the local markets representatives, global expert teams(GET) and providers (Airlines, IATA, Hotels), as the case requires, to ensure a fast and effective delivery of service to the customer.
This role supports customers in Japan from Manila, contributing to improved system utilization and customer satisfaction.
Responsibilities
First Level Support
Serve as Amadeus customers’ first level of support for all products and solutions via phone, Amadeus Service Hub and/or other channels in line with the defined support process and tools and with a strong focus on delivering service within or exceeding the agreed service levels and ensure high first contact resolution rate and fast problem solving due to own experience, advanced skills and knowledge.
Support Duties
Log all cases in the appropriate Amadeus tool and assure correct and comprehensive data to enable meaningful reports and analysis.
Utilise full product, including local specific products and solutions, knowledge and problem resolution skills, identify when own knowledge has been exhausted and appropriate escalation of the problem should be made (including all necessary diagnosis).
Identify general outages and service-disruption and act according to the defined help desk escalation procedures.
If problem cannot be solved in 1st Level, ensure deep and comprehensive diagnosis and escalate with all relevant information and according to priority to further resolution groups by keeping the ownership, drive/coordinate, follow up, update incidents and report to customer until case is closed – Instantly report Master incidents to Service Operations.
Keep close contact with the customer and provide the solution mainly over phone, e-mail, Amadeus Service Hub and with the help of remote tools.
Quickly and efficiently turnaround cases assigned to the group and proactively resolv…
