Customer Support Agent - French speaker

Job Description Summary

Are you a skilled Customer Care Agent? Are you a tech-oriented professional within the travel industry with experience or familiarity with Global Distribution Systems? Then you’re the person we’re looking for! Being part of our Global Support Team, the Customer Care Agent is responsible to act as the first point of contact for Amadeus customers via phone, e-service, and / or other media for support-related requests to Amadeus’ local products, services, and solutions, with a dedicated focus on achieving effective first contact resolution within the French-speaking markets. You’ll be working in an international Amadeus Customer Service team with our GDS (Travel Channel), contributing to improvements in the travel and corporate area. You’ll be joining one of the world’s top 10 software companies to power better journeys.

Job Title

Customer Support Agent - French speaker

Your Main Responsibilities

• Operations Management
• Act as the first point of contact for Amadeus customers via phone, e-service, and other media, ensuring effective first contact resolution.
• Provide solutions using full product knowledge and escalate issues when necessary.
• Log cases accurately in the Amadeus tool for meaningful reports and analysis.
• Customer Service Excellence
• Understand and address customer needs efficiently, avoiding prolonged calls.
• Guide customers through our portal to increase usage and adoption.
• Aim to meet or exceed French-speaking customers’ expectations.
• Operational Efficiency
• Ensure efficient case handling by following support processes and tools.
• Use the knowledge base and available tools for effective problem resolution.
• Processes & Tools, Quality & Improvement
• Suggest improvements for internal processes, routines, and tools.
• Identify and address knowledge gaps.
• Communication, Collaboration & Knowledge Management
• Collaborate with other support teams and departments.
• Maintain and share easily understood information and knowledge.
• Keep your knowledge up to date with product, market, and customer evolution.

About The Ideal Candidate

What We Can Offer You