Job TitleCustomer Support SupervisorSummary of the roleAmadeus 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 responsibilitiesLeadershipOversight 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 problemsProvide mentoring, coaching and technical guidance to team members - Assist in scheduling training for advancing technical and non-technical needsResponsible for any PCB activities such as ADP/time off, performance reviews and contribution to trend analysis for disciplinary action as necessaryOperational EfficiencyReinforce proper case handling procedures are followed including high level of quality and appropriate case progressionTrack and monitor unresolved issues in accordance with Support escalation procedures and specifically communication internal and externalAssist in identifying process and procedure improvements and general areas needing improvement within the departmentAdministrative DutiesPlan and assign and direct work in collaboration with managementImplement 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 basisResponsible to schedule resources in support of our Global follow-the-sun modelParticipate in interviewing and hiringResponsible for successful on-boardingTechnical and Troubleshooting AptitudeMaintain general knowledge of all Amadeus Hospitality products and the integration points that collectively form client solutionsAbout 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 UniversityExperience in Customer Service Call Center Environment, Technical Support, Problem Solving, and Quality Focus.2+ yearsStrong customer service, problem solving, time management and team building skills are essentialExceptional verbal and written communication skills in EnglishHighly motivated with demonstrated ability to work in both a team environment and independentlyAnalytical thinkingHigh 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 experienceHospitality Experience is a plusLeadership 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 ProgramDiversity & InclusionWe are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.SummaryLocation: BarcelonaType: Full time
