Title: Customer Service, Transition and Improvement Specialist

Location: San Jose United States

Job Description:

Full time

job requisition id

R34071

Job Title

Customer Service, Transition and Improvement Specialist

We are seeking a Customer Support Service and Transition Specialist to design and deploy support models for new customer projects within the region. This role involves guiding customers, partners, and second-level support teams through the deployment process, ensuring smooth transitions and continual service improvement. This is a hybrid position and would require you to be in the San Jose office 50% of the time.

 

Main Responsibilities

Service Design and Deployment:

• Design and implement support services for new Airport IT or Self Service customers, products, and services.

• Ensure quality delivery and successful transfer to Operations following ITIL best practices.

• Liaise with business owners, project managers, operations teams, and partners to ensure smooth implementation of new services.

Continual Service Improvement:

• Enhance processes, procedures, tools, and documentation to improve customer satisfaction and first contact resolution.

• Review customer feedback and implement required service changes.

• Manage internal improvement projects and coordinate with various teams for customer service improvements.

Project Management:

• Manage projects from kick-off to service transition and closure.

• Ensure new services have a fully developed end-to-end support structure, including processes, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and monitoring.

• Act as a gatekeeper to ensure effective transfer to Operations in compliance with the Service Readiness Process.

About the Ideal Candidate

• University degree in Computer Science or related field, or equivalent work experience.

• Experience in Customer Service.

• Project Management experience (certification is beneficial).

• ITIL Foundations certified.

• Experience in the airport or travel industry is a plus.

• Detail-oriented, committed, and responsible.

• Collaborative team spirit and openness to feedback.

• Effective communication skills (verbal and written) in English.

• Project Management, Communication, and Presentation skills.

• Customer Focus and Relationship Building.

• Cultural competence, Conflict Management, and Negotiation abilities.

• Ability to work collaboratively to achieve team goals and build strong working relationships.

Working at Amadeus, you will find

•  A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

•  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 complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

•  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.

#LI-AM2024

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.