Manager, Customer Support
Manager, Customer Support
Position Type : Permanent
Location : San Jose, Costa Rica
Job ID : R1140
Job Family : Help Desk
Amadeus 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 Manager, Customer Support is responsible for the overall management of an Amadeus Hospitality Customer Support team and serves as a primary point of contact for incoming escalations.
He or she is responsible for the resources, processes, and technical components needed to ensure cases are fielded professionally and handled in a timely manner.
The goal is to provide one brand of customer service. No matter what product the customer is calling for, they receive a warm greeting from Amadeus Hospitality and are consistently handled with the level of professionalism that our customers expect.
Are you the next Manager we are looking for?
You will manage one or more customer facing Support teams.
You will be responsible for ensuring your team(s) deliver consistently excellent Support to our global customers.
In this role you’ll :
Manage direct reports in accordance with the organization's policies and applicable laws; hiring, performance, management, rewarding / disciplining and career pathing.
Increase team member engagement and encourage a culture where we can inspire each other.
Ensure the team’s operational success, measured through KPIs.
Delight our customers by ensuring the team delivers consistently exceptional service, measured through customer satisfaction scores.
First line escalation management
Collaborate with regional peers and leadership regarding resource scheduling to ensure continuous coverage.
Implement globally defined standards in your local region
About the ideal candidate :
Bachelor degree and / or proven record of client satisfaction and success in Technical / Customer Support environment
5+ years related Customer Support experience, with at least 2 years in a managerial role.
Experience with international and multi-cultural environment needed. Business understanding :
Preferred Qualifications : Experience working in the hospitality industry.Proficient in English with additional language requirements based on geographic region.
Knowledge, Skills, and Abilities : Strong customer service skills; solicits customer feedback to improve service and responds promptly to customer needsExceptional listening skills and problem-solving abilityAbility to remain fact focused in emotional situationsManages difficult or emotional customer situationsStrong written and verbal communication skillsAbility to define technical issues and solve them in an efficient mannerAbility to manage and prioritize tasks for self and team
Diversity & Inclusion
We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.