Customer Advocate

Overview Job Title: Customer Advocate - Travel In this job, you will Work autonomously within defined processes and procedures or methodologies, take standard decisions and may support the development of solutions to complex problems of a recurring nature. Receive instruction, guidance and direction from more senior level roles or manager, with regular monitoring on the status of the assignments. Provide point of contact for customers and support over tickets regarding Cytric product and queries. Provide support & consultation as SME through phone, emails & chat as required. Prompt and error-free processing of cases, in cooperation with other technical departments when necessary. Design test scenarios for problem cases and perform error analyses. Provide prompt assistance in the area of customer care. Provide accurate incident resolution and service request management within the established Service Level Agreement (SLA). Escalate issues appropriately to leadership and other teams. Proactively identify problem areas and devise and deliver solutions to enhance service quality and prevent future problems. Assist the team lead with documentation and processes. Serve as an escalation point in resolving customer service issues within the scope of a specialist. Oversee the development and communication of help sheets, usage guides, and FAQs for end users. Contribute to business through reports and analysis (e.g., forecast), provide qualitative feedback, support process improvement opportunities, and analyze customers’ business, operational and technical requirements for internal reports. Analyze customers’ business, operational and technical requirements. Support process improvement opportunities to drive operational efficiencies. Work closely with the Team/Stakeholders/departments on incident progress and resolution. Create documentation for internal and external use with incident resolution and/or training. Support other technical teams as they operationalize new applications/tools to ensure Global Support is prepared to support them and the customers. Create and conduct training sessions when needed for a variety of audiences. Any other tasks assigned by your line manager in accordance with your skills and experience. About the ideal candidate Apprenticeship as a travel agent or other relevant apprenticeship. 2-3 years relevant experience as a travel agent with Cytric exposure. Alternatively an academic degree in Tourism or Business Administration. Very good understanding of the Travel/Tourism Business. Previous work experience in Customer Service or other relevant experience with strong technical affinity and exposure to Amadeus products and solutions. Experience working with Online Booking Engines; Cytric would be a plus. Experience working with CRM systems e.g. Salesforce. Computing: OBE, Cytric, Microsoft Office. Languages: Very good English skills. Spanish, German or Italian language is a plus. Willing to face new challenges and new fields of work. Persistent, resilient, structured and independent, but also enjoy working in a team. Self-confident and proactive in customer contact. High IT affinity and process-oriented. Amenable to a hybrid work setup; flexible working on weekends and holidays if needed. Location: BGC, Taguig Diversity & Inclusion Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and serving as a role model for an inclusive employee experience. Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law. Original job posting reference: Customer Advocate - Expense. To flag any issues with this job please use the Report Job button on GrabJobs. #J-18808-Ljbffr