Customer Support Associate

Job description

Job Title Customer Support Associate Responsibilities First Level Support - Serve as Amadeus customers’ first level of support for all products and solutions via phone, My Amadeus Services and/or other channels in line with the defined support process and tools and with a strong focus on delivering service within or exceeding the agreed service levels and ensure high first contact resolution rate and fast problem solving due to own experience, advanced skills and knowledge. Support Duties - Log all cases in the appropriate Amadeus tool and assure correct and comprehensive data to enable meaningful reports and analysis. - Utilise full product, including local specific products and solutions, knowledge and problem resolution skills, identify when own knowledge has been exhausted and appropriate escalation of the problem should be made (including all necessary diagnosis). - Identify general outages and service-disruption and act according to the defined help desk escalation procedures. - If problem cannot be solved in 1st Level, ensure deep and comprehensive diagnosis and escalate with all relevant information and according to priority to further resolution groups by keeping the ownership, drive/coordinate, follow up, update incidents and report to customer until case is closed – Instantly report Master incidents to Service Operations. - Keep close contact with the customer and provide the solution mainly over phone, e-mail, My Amadeus Services and with the help of remote tools. - Quickly and efficiently turnaround cases assigned to the group and proactively resolve problems within agreed service levels using logical, efficient and structured root cause analysis approach to troubleshooting, through asking appropriate diagnostic questions. Distinguish between problem symptoms, and problem cause. - Ensure that a problem is resolved with tenacity using all means and tools at your disposal. - Conduct (virtual) customer visits for support reinforcement, solution validation, or improvement follow‑ups. - Validate new functionalities, local developments, or configuration changes prior to release. - Support configuration changes or settings modifications for existing customers. - Receive instruction, guidance, and direction from senior roles or manager, with regular monitoring on the status of the assignments. - Inform operations Manager, senior management, and stakeholders of issues affecting service quality. Customer Service Excellence - Quickly understand customer needs and impacts. Serve customers in a fast and efficient manner and apply workarounds if final solution cannot be applied in short time. - Advise and consult customers how to use Amadeus products, provide guidance on product usage. - Apply solutions by using My Amadeus Services and guide customers in order to increase customer usage and adoption. - Strive to meet or even exceed customer expectations through strong personal and social skills in customer orientation, communication and accountability. - Achieve or exceed service level targets, guarantee high customer satisfaction and deliver problem resolution with a strong customer service attitude. Shift Rotation In principle, the working schedule follows the Japan calendar. To participate in a rotating shift schedule, including Saturdays to ensure customer satisfaction. Qualifications - Requirements: Languages Japanese: Native proficiency English: Conversational level or above Education University degree or equivalent. Relevant Work Experience 3–5 years professional experience. Experience in the airline or travel industry preferred. Experience with GDS operations, reservation, fares, ticketing is a strong plus. Experience in customer support and/or service roles (training, purchaser, functional, technical roles). Business Understanding Travel industry knowledge and business expertise. Understanding of Amadeus Solutions and Services portfolio (preferred). Understanding of the Japan travel industry (agency operations, distribution structure, workflow expectations) is a strong advantage. Computing skills MS Office suite (Excel, Word, PowerPoint). Understanding of computer systems and technical terminology. Knowledge of networks or statistical/BI tools is a plus. Other Competencies Strong problem‑solving, analytical, and statistical skills with high attention to detail. Customer‑focused mindset; ability to understand commercial impact. Proactive, adaptable to change, able to work with minimal supervision. Ability to influence and collaborate. Experience working in a global company is an advantage. Must hold valid work authorization (where applicable). Diversity & Inclusion Amadeus aspires to be a leader in Diversity 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 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. Be aware of recruitment scams Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.