Customer Care Senior Specialist page is loaded Customer Care Senior Specialist Apply locations Madrid time type Full time posted on Posted 9 Days Ago job requisition id R16446 Job Title
Customer Care Senior Specialist At Outpayce, our goal is to deliver smooth, end-to-end travel payments experiences by helping our customers and travelers to benefit from new advances in payments, more quickly across the entire journey. As a wholly-owned Amadeus company, we combine Amadeus' reliability, knowledge and technological innovation with Outpayce's hunger to disrupt the ways of processing payments and delivering greater choice, faster innovation and an improved experience for airlines, hotels, travel sellers and corporations worldwide. Our current portfolio includes a global payments gateway and virtual card-based pay-out solutions. To enhance our offer and better serve our customers, we're evolving the proposition for our business with fresh investment in specialist talent and new partnerships, an open API platform and an aim to deliver new regulated payment services. Join our global team of experts as we build the future of travel payments. Our Global Customer Care team is responsible for providing top-notch customer service to Outpayce Airline customers. They ensure the client receives all the support and information needed to make an efficient use of our products.
The Customer Care Senior Specialist interacts with Sales, Delivery, Amadeus Commercial Offices, Account Managers and clients directly, providing hands-on support to fix any upcoming incident, also know-how training to help the client feel fully comfortable with the product.
The professional taking this role will provide assistance to clients in the Middle-East and Africa region to ensure customer satisfaction and customer Service quality.
In this role you'll - Be on the front-line for the Airline customers tackling incidents and operational requests
- Manage incidents, ensuring timely and satisfactory resolutions
- Serve as the go-to person for assigned customers, overseeing operational activities and ensuring product and service excellence
- Proactively address customer needs, anticipating requirements, and championing their cause within our organization
- Collaborate with internal teams to provide ongoing support, channeling activities and requests to the right teams within the Payment team
- Share best practices and optimize customer product usage
- Coordinate training deliverables between Delivery and Customer Service teams
- Investigate and resolve issues from non-strategic customers as per service needs
- Keep our internal CRM clean by actioning cases promptly and ensuring nothing is left pending
- Champion customer concerns internally, ensuring a full and actionable response
About the ideal candidate - Holds a University degree in computer science, finance, business administration
- Is proficient in English and French written and spoken, another additional language (Spanish, Arabic) is a plus
- Demonstrates at least 5 years of experience in a customer facing role for multinational technology entities or companies (B2B). Expertise either in the payments ecosystem or travel industry is a plus
- Has strong communication (written/oral), relationship skills, ability to create strong internal and external relationships
- Is a team player, self starter and goal-oriented
What does it mean to be an Outpaycer? You'll join a team driven by the following values: Innovation, Efficiency, Accountability, Teamwork & Quality
You'll play a role in creating smooth and connected travel payment experiences for business and travelers across the globe
You'll experience a truly multicultural work environment
You'll work with a diverse team of experts who are building an award-winning payments platform to challenge legacy ways of processing travel payments
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.
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