Customer Support Japanese Speaker

3 months ago

Jakarta, Indonesia ATI Business Group Full time

To serve as Amadeus system users’ point of contact and ensure the timely resolution of reported functional and technical issues. Liaise with the representatives of the Local market, Get expert teams Teams, and providers (airlines, hotels), as the case requires, to ensure fast and effective delivery of service to the customer base in the region. You will support all products & solutions via phone, Amadeus Service Hub, and/or other media in line with the defined support process and tools and with a strong focus on delivering service within or exceeding the agreed service levels and ensuring high first contact resolution rate and fast problem solving due to own experience, advanced skills, and knowledge.

**Responsibilities**:
To resolve client issues that are related to Land booking as the first resolution.

Log all cases in the appropriate Amadeus tool and assure correct and comprehensive data to enable meaningful reports and analysis

Utilize full product knowledge and problem resolution skills, identify when own knowledge has been exhausted and appropriate escalation of the problem should be made (including all necessary diagnoses)

Identify general outages and service disruption and act according to the defined help desk escalation procedures

If the problem cannot be solved in 1st /2nd Level, ensure deep and comprehensive diagnosis and escalate with all relevant information and according to priority to further resolution groups by keeping the ownership, drive/coordinate, follow up, update incidents and report to the customer until the case is closed - Instantly report Master incidents to Service Operations

Quickly and efficiently turnaround cases assigned to the group and proactively resolve problems within agreed service levels using a logical, efficient and structured root cause analysis approach to troubleshooting, through asking appropriate diagnostic questions. Distinguish between problem symptoms and problem cause.

Ensure that a problem is resolved with tenacity using all means and tools at your disposal

Ensure an efficient and qualitative case handling by following the defined support process and tools

Work in line with, and in support of, existing help desk processes and defined service levels

Search Amadeus Service Hub Centre for a solution and use all available tools and media for an efficient and effective problem resolution

Carry out any reasonable task to ensure operational effectiveness of the Service Centre

Advise and consult customers on how to use Amadeus products, provide guidance on product usage and maximization (“how to” advice)
Fluent in English

**Japanese language skills**: Japanese Business Level or JLPT N2 in actual

Willing to work in shifting mode (24/7) including public holidays.

Knowledge of the Travel or Customer Service industry

Previous experience in providing operational support to end-users

Experience within the airline, travel, Help Desk, or Call Centre industry

Experience with IT Infrastructure, technology protocols, and Operating systems

Previous experience with Amadeus systems, and products Strong team performance experience

High level of computer literacy including software, hardware, automated call logging systems, and communications operating principles

Excellent understanding of Amadeus Products and Solutions for Online, Retail, and TMC customers segments

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 company’s products and services

Ability to communicate effectively at all levels both written and verbal

Ability to learn and understand new products and services Ability to work in a team-orientated environment

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