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31 Mar 2022

Full-Time Customer Support Representative| South Africa

Sheila Gauteng

Job Description

Summary of the role
The Customer Support Analyst (Helpdesk), will be required to work within a team which provides assistance to customers who require support on Amadeus Solutions; and will be required to ensure the highest level of customer support, through competency, friendliness and the willingness to help. Recover Functional and technical incidents and requests or escalate them to resolver groups.Product expertise will be used to improve the support and standard of service to the customer and relevant stakeholders, within a prescribed Service Level Agreement.

The focus will be on providing premium support to customers.

The position will be based in Johannesburg, South Africa.

Main responsibilities

Support the Amadeus company strategic goals and core messages;
Meet Amadeus company objectives by ensuring all customers receive prompt friendly and accurate service;
Answer all calls within the specified SLA required;
Always ensure enough Customer support agents are available before going on to Back Office;
Handle all incoming functional queries from Amadeus customers, including Extended territories and ensure a superior customer service;
Handle Selling Platform & SP Connect updates, such as office profile fields, office ID or terminal changes, security access records either by help desk specific entries or work orders, to ensure market specific set up are correct;
Resolve queries within the Service Level Agreement (SLA), if the query gets forwarded to another department or a supplier ensure to follow up until completion of the query. Ensure customer receives regular feedback;
Responsible for basic and complicated queries which may require extensive investigation and troubleshooting;
Log all queries in OneviewCX and ensure enough detail is provided;
The Customer Services Executive will also be required to attend high standard of training when necessary;
Be prepared and skilled to support new solutions ready to launch in our markets; and
Participate in the AQM and Consultative workshops when relevant

Special Features

The role itself requires flexibility in terms of hours of work etc. and overall positive and pro-active approach to work;
Travel both within South Africa and abroad as when required;
This role is a highly visible role externally, and the role holder should thus represent Amadeus in a positive, and professional manner at all times
Customer-services focused
Strong problem-solving and negotiation skills
Process-driven with attention to detail
Work well in a pressurised environment
Team player
Business Understanding

Ability to respond positively to client requests for assistance in an often stressful Help Desk environment
Ability to relate to customers having both a wide and limited knowledge of computing and the company products and services
Ability to learn and understand new products and services
Ability to communicate effectively at all levels both written and verbal
Ability to work in a team orientated environment

Customer Focused
Language: Fluent both in local language and in English
Analytical and proactive, capable of working independently
Flexible, adaptable, customer and result driven
A good team player
Pro-active and friendly, “Can Do” approach to work
Interpersonal Skills (written and oral)
Time Management skills
Technical IT awareness
Change management and flexibility
Travel industry knowledge (retail, airline, tour operator) and Amadeus knowledge essential
Organised, structured, accurate and attention to detail
Good working knowledge of MS Office (Word, Excel, PowerPoint)
Experience in data input and CRM systems
Years of experience:
Minimum 2-years’ experience in an administrative role
Travel industry experience essential
GDS experience and Helpdesk functionality essential
Certificate of Travel Agency Competence (COTAC) or Diploma in Travel and Tourism, or equivalent in experience



Focuses on personal contribution and objectives achievement. Eager to do more, quick in action and reliable.

Business Acumen

General knowledge of the Amadeus business. Understands how own area relates to the business.

Technical Excellence

Has the functional and technical skills to perform at a high level of accomplishment

Customer Focus

Able to understand customers needs


Structured and clear written and verbal communication, able to listen to others’ ideas.

Building relations

Positive and collaborative attitude, willing to relate and work closely with others

Leading self

Self-awareness, self-development and self-motivation

How to Apply

Check out this job from Amadeus

Job Categories: WordPress. Job Types: Full-Time. Job Tags: Customer Support Representative| South Africa and rep.

Job expires in 82 years.

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