Help Desk Agent / Trainer

• Meet Amadeus company objectives by ensuring all customers receive prompt friendly and accurate service;
• Answer all calls within the specified SLA required.
• Follow the correct guidelines available in ASH to enable him/her to acknowledge, investigate, and if possible, recover the incident with the target service level acknowledgment and CUS targets.
• Handle all incoming functional queries from Amadeus customers, including Extended territories, and ensure superior customer service;
• Handle Selling Platform Connect updates, such as office profile fields, office ID or terminal changes, and security access records either by help desk-specific entries or work orders, to ensure market-specific setups are correct;
• Resolve queries within the SLA, if the query gets forwarded to another department or a supplier ensure to follow up until completion of the query. Ensure customer receives regular feedback.
• Log all queries in OneviewCX and ensure enough detail is provided.
• The Customer Services Agent will also be required to attend training on products deployed when necessary, including both classroom and online training.
• Be prepared and skilled to support new solutions ready to launch in Ethiopia.
• Coordinate with the commercial team to organize customer training.
• Provide high-quality training to internal and external customers according to course content, audience, and business needs.
• Ensure training materials and exercises are well prepared and updated for each course delivery.
• Create and maintain the training schedules in the Amadeus Learning Universe (ALU) for training courses being offered
• Liaise with the planning team and the Learning design team to create the new course offer in ALU with corresponding elements (description, training material...).

• Customer Focused
• Language: Amharic & English
• Analytical and proactive, capable of working independently
• Flexible, adaptable, customer and result-driven
• A good team player
• Pro-active and friendly, Can Do approach to work
• Interpersonal Skills (written and oral)
• Time Management skills
• Travel industry knowledge (retail, airline, tour operator) and Amadeus knowledge essential
• Self-Motivated
• Organized, structured, accurate, and attention to detail

EDUCATION

• Diploma or BA in Sales and marketing, or Travel and Tourism, or equivalent in experience

EXPERIENCE

• Travel industry experience essential
• GDS experience and Helpdesk functionality
• IATA Certificate

• Customer satisfaction and productivity-focused
• Process-driven and outcomes-based approach to work to ensure maximum efficiency of the Sales and AM teams

• The role itself requires flexibility in terms of hours of work etc. and an overall positive and proactive approach to work;
• This role is highly visible externally, and the role holder should thus represent Amadeus in a positive, and professional manner at all times
• Customer-services focused
• Strong problem-solving and negotiation skills
• Process-driven with attention to detail
• Work well in a pressurized environment
• Team player

• Ability to respond positively to client requests for assistance in an often stressful Help Desk environment.
• Ability to relate to customers having both a wide and limited knowledge of computing and the companys products and services
• Ability to learn and understand new products and services
• Ability to communicate effectively at all levels both written and verbal
• Ability to work in a team-orientated environment