Amadeus East Africa Help Desk & Customer Support Kenyan Job

Job Title: Help Desk Support

Job Code: HDS/AEA

Number of Positions Open: 1

Location: Kenya

Closing Date: Open Until Filled

Summary

Amadeus east Africa is the leading provider of its solutions to the East African travel and tourism industry particularly in the field of online booking.

Set-up in July 2003, Amadeus East Africa is a wholly owned Amadeus commercial organization company. Over the past 4 years, Amadeus East Africa has introduced the latest and most technically advanced products for the Eastern African travel industry.

We comprises of three operating businesses in Kenya and one in Southern Africa. It is a wholly-owned subsidiary of its mother company and was established in May 1997.

The Help Desk Support is supposed to provide system, product information and support, resolve problems for customers according to department objectives

Primary Responsibilities

• Provide quality customer support by answering customer calls, gathering & analyzing information, resolving customer problems or escalating issues to technical support & higher support levels
• Log the calls in the Customer Relationship Management System (CRM) to ensure client issues are captured and can be analyzed for trends in management reports
• Execute daily tasks such as tracking of PNR:s, queues, request or complaints from Travel Agencies or providers in order to have a structured workflow in the departments
• Teach & inform customers on how to use the system / products efficiently, prepare & update documentation in order to enable travel consultants to fully understand functionality & make bookings
• Be constantly updated on products, functionalities and internal procedures to give better service to the clients
• Assist other departments in testing products, functionalities or any other customer support activity such as on-site training, migration, etc
• Facilitate the testing & provide a test environment for new products and solutions to ensure firsthand experience and exposure to products for future support roles & client training

Qualifications and Requirements

• Relevant University degree
• Training and certification in Amadeus and use of the Amadeus application in a travel agency environment is a basic requirement
• Travel Agency experience at a management level (Travel Manager/Senior travel consultant) preferred
• Can clearly demonstrate personal contribution to their employer in the line of work
• High level of customer focus & orientation
• Humility, patience and personal etiquette

How to Apply

Interested candidates holding the necessary requirements, good performance and / or references are encouraged to apply with detailed CV’s, inclusive of names and contacts of 3 referees, current telephone number and email address by :

Sending CV to recruiter@personnelresource.com

Only short listed candidates will be contacted.

“Personnel Resource is an equal opportunity employer”