Job Title
Customer Advocate Travel analyst
Job Title: Customer Advocate Travel Analyst
Position type: Permanent
Location: Bogota, Colombia
Job ID: R23104
Job family: Customer Service
About Your Business Area/Department
Customer Care Center is accountable for the delivery end to end customer Support in Cytric Travel & Expense within the Cytric Solutions Unit. An exciting and challenging opportunity is now open in in our team. As a successful applicant you’ll join a talented, dynamic, multi-tasked and multi-national team, giving you new challenges, and areas of experience and interest. With a good level of interaction within and across departments, you’ll directly see your own effort bring customer value.
Summary Of The Role
As a member of Customer Care Center (CCC) you, as Customer Advocate Travel analyst, will provide first line functional & technical support to Cytric customers.
You will require working with applications as well as infrastructure components to undertake analysis, diagnosis, and resolution of end user incidents, which may range from simple cases to more complicated technical issues. In addition, execute and document tests in the above mentioned context.
You will work with other team members to provide accurate incident resolution and service request management, within the SLA.
Operational Consulting
In this role you’ll:
- Provide point of contact for customers and support over tickets regarding cytric product and queries.
- Provide Support & Consultation as SME through phone, emails & chat in case required
- Prompt and error-free processing of cases, if necessary in cooperation with other technical departments
- Designing test scenarios for problem cases, performing error analyses
- Provide prompt assistance in the area of customer care
- Provide accurate incident resolution management, within the established Service Level Agreement (SLA)
- Appropriately escalate issues to leadership and other teams
- Proactively identify problem areas, and devise and deliver solutions to enhance the service quality and to 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
- Provide accurate incident resolution, within established Service Level Agreement (SLA).
Reports
- Contribute business through reports and analysis (e.g. forecast), providing qualitative feedback when needed, assist the team lead with documentation and processes, supporting process improvement opportunities to drive operational efficiencies, analyzing customers’ business, operational and technical requirements for internal reports
- Analyse customer's business, operational and technical requirements.
- Support process improvement opportunities to drive operational efficiencies.
Collaboration
- Work closely with the Team/Stakeholders/stakeholding 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 the Global Support is prepared to support them and the customers.- Any other tasks assigned by your line manager in accordance with your skills and experience
The Ideal Candidate
Education / Qualifications
- Apprenticeship as a travel agent or other relevant apprenticeship
- Alternatively academic degree in Tourism or Business Administration
Relevant work experience
- Very good understanding of the Travel/Tourism Business
- Previous work experience in the Travel Industry sector with Customer and strong technical affinity.
- Experience working with Online Booking Engines, Cytric would be a plus
Skills & Abilities
- Excellent communication skills.
- English and Spanish required, additional languages like German or Italian language are a plus
- like to face new challenges/new fields of work
- persistent, resilient, structured and independent, but also enjoy working in a team
- self-confident and proactive appearance in customer contact
- high IT affinity and process-oriented
What We Can Offer You
- Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.
- Work Hybrid.
- Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.
- Enter a diverse and inclusive workplace, join one of the world’s top travel technology companies and take on a role that impacts millions of travelers around the globe.
Application Process
Apply within 10 minutes!
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 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.