Customer Support Representative (Spanish and Portuguese markets)

Descripción del puesto:

Job TitleCustomer Support Representative (Spanish and Portuguese markets)

Summary

We are looking for a Customer Support Representative to deliver personalized, high-quality support to customers using Amadeus products and solutions. You will join our Global Support Team in Spain, providing support to customers across Spain, Portugal, and LATAM through phone, portal, and online chat.
In this role, you'll handle functional and technical incidents and service requests, working closely with internal resolver teams and external partners to ensure timely resolution and excellent customer experience. This is a great opportunity to build strong product knowledge while contributing to continuous service improvement in a fast-paced, international environment.

Key Responsibilities

* Provide customer support via phone, portal, and online chat, addressing a wide range of functional and technical questions;
* Respond to customer inquiries related to Amadeus products and solutions, including functionality and interactions between solution components;
* Acknowledge, investigate, and resolve incidents within agreed service levels, escalating when necessary;
* Escalate complex issues to 3rd-level resolver groups within Amadeus or to external service providers, ensuring proper follow-up;
* Keep customers informed with regular updates on the status of critical incidents;
* Research customer issues thoroughly and follow up with clear recommendations and action plans;
* Build and maintain strong knowledge of Amadeus products to support a broad range of customer needs;
* Contribute to continuous improvement by suggesting enhancements to Knowledge Solutions databases, processes, and procedures;
* Demonstrate a customer-first mindset, delivering premium support and collaborating effectively with internal teams.

About the Ideal Candidate

* Proficient in Spanish, Portuguese, and English (verbal and written);
* Experience using Amadeus tools;
* Nice to have: experience in the travel industry (Travel Agencies, Airlines, etc.);
* Strong customer-centric mindset with excellent problem-solving skills and attention to detail;
* Ability to work independently, manage priorities, and meet deadlines;
* Positive, collaborative attitude and strong communication skills;
* Ability to handle multiple tasks and prioritize workload effectively;
* College degree in a relevant field or equivalent higher education qualification is preferred.

What We Can Offer You
* 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer.
* 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
* 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
* 🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
* 🌟 A hybrid working model - We want our employees to do their best work, however the hybrid model works best for them.
* 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
* 📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
* 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

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.