Customer Support Specialist - Expense (German Speaker)

Description du poste:

Job TitleCustomer Support Specialist - Expense (German Speaker)
About the role

We're looking for a Customer Support Specialist (Expense) to join an international customer care team supporting a leading online expense management platform.
In this role, you will act as a key contact for customers, helping them resolve issues, ensuring smooth system usage, and delivering high-quality support across a variety of technical and functional topics. You will work closely with internal teams and contribute to continuously improving the service experience.
This is a great opportunity to join a multicultural, collaborative environment and develop expertise in both expense and travel-related solutions.

Main responsibilities
* Provide second-level functional and technical support to customers using the expense platform
* Handle incidents and requests via ticketing systems, email, and phone
* Analyse, diagnose, and resolve issues ranging from simple queries to complex technical cases
* Ensure timely and high-quality resolution of incidents within defined SLAs
* Act as a point of contact for first-level support teams and assist with escalations
* Escalate complex issues to the appropriate teams when needed
* Contribute to identifying recurring issues and suggest improvements to prevent future problems
* Prepare documentation and knowledge materials for internal teams and customers
* Support reporting activities and provide insights to improve service performance
* Collaborate closely with stakeholders, product teams, and other support teams
* Support the rollout of new tools and ensure readiness of support processes

About you
* Fluent in German and English (mandatory)
* Previous experience in customer support, technical support, or incident management, ideally in travel agencies / travel companies
* Strong problem-solving and analytical skills
* Customer-oriented mindset with attention to detail
* Ability to manage multiple tasks and prioritize effectively
* Comfortable communicating with different stakeholders across teams
* Experience with ticketing tools (e.g., ServiceNow) is a plus
* Knowledge of expense management, finance processes, or travel industry is an advantage

What do we offer
* ​💰 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 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.