Customer Service Officer

Synopsis
To support and troubleshoot customer problems through Help Desk functions. To
deliver, evaluate and review training programmes for customers across the
Amadeus network.
Accountabilities
* Provide quality customer support by answering customer calls, Emails, gathering and analyzing information, resolving customer problems or escalating issues to 2nd level support departments.
* Conduct classroom and on-site training on all Amadeus related products
* Prepare and update documentation to enable and ensure agents fully use the Amadeus functionalities
* Carry out field support visits to key customers to increase their product knowledge and customer satisfaction
* Ensure to be constantly updated and informed on products, functionalities and internal procedures
* Assist other departments for testing products, functionalities or any customer support activity such as on-site training, migrations, product roll outs etc.
* Execute daily tasks assigned such as internal projects on content development, monitor activity on the agents online portal, Amadeus loyalty program, requests from customers or providers, open case monitoring etc. Log all cases in the internal customer relationship management system (CRM).
Education & Experience
o Diploma/Degree holder OR minimum ‎3 years, ideally ‎5 years relevant GDS
experience.
o Professional certification on any GDS or Airline Reservations & Ticketing
Systems OR IATA certifications - an asset
o Train-the-Trainer certification an asset
Experience:
o At least ‎3 year's experience in a customer service role, ideally in the
aviation industry is required, and ‎1 year in training/coaching experience is
preferred.
Training & Knowledge:
o Strong command of spoken & written English
o Arabic language is an advantage for those covering Arab regions/countries
o Strong Amadeus system functional related knowledge
o Well-developed stand up presentation skills
o Customer Service oriented soft skills such as patience, positive and
friendly attitude Knowledge of MS Office suite
o Strong customer focus
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in ‎2003 and
quickly went on to become one of the world's leading airlines. From its home
in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle
East, Africa, Europe, Asia, Australia and North America. Together with
Etihad's codeshare partners, Etihad's network offers access to hundreds of
international destinations. In recent years, Etihad has received numerous
awards for its superior service and products, cargo offering, loyalty
programme and more. Etihad is recognised as one of the world's leading
airlines in response to COVID-‎19 and was the first airline in the world to
fully vaccinate its crew on board.
Etihad sees tackling the climate crisis as the most important issue of our
time, and through strategic partnerships with major global aviation brands and
OEMs, Etihad is relentless in its pursuit of industry decarbonisation.
To learn more, visit etihad.com
COVID-‎19 UPDATE: The health and safety of our communities--including our
employees and our candidates remains our top priority. From a recruiting
perspective we are continuing to identify people for roles with Etihad in
anticipation we will be able to hire, however the process may take longer
because we are using more virtual recruiting techniques, and start dates may
be delayed because of guidance from the governments in the countries we
operate in. We appreciate your understanding and flexibility, Stay safe and
healthy.