Customer Support Manager– Outpayce - (temporary position) Job Title: Customer Support Manager– Outpayce - (temporary position) At Outpayce, our goal is to deliver smooth, end-to-end travel payments experiences by helping our customers and travelers to benefit from new advances in payments, more quickly across the entire journey.
As a wholly-owned Amadeus company, we combine Amadeus' reliability, knowledge and technological innovation with Outpayce's hunger to disrupt the ways of processing payments and delivering greater choice, faster innovation and an improved experience for airlines, hotels, travel sellers and corporations worldwide.
Our current portfolio includes a global payments gateway and virtual card-based pay-out solutions.
To enhance our offer and better serve our customers, we're evolving the proposition for our business with fresh investment in specialist talent and new partnerships, an open API platform and an aim to deliver new regulated payment services.
Join our global team of experts as we build the future of travel payments.
*Please note this is a temporary position / maternity leave cover* In this role, you'll: Serve as the primary point of contact for the assigned customer travel agent accounts, overseeing all aspects of their experience with our products and services, including incident resolution.
Proactively anticipate customer needs and address them within our organization.
Collaborate with cross-functional teams to support customer requests and ensure smooth operations.
Promote best practices and empower customers to make the most of our products.
Coordinate training initiatives between Delivery and Customer Service teams.
Investigate and resolve issues, ensuring all cases are promptly and comprehensively addressed.
Champion customer concerns internally and drive actionable solutions, ensuring no pending or overdue cases.
Organize refresher training sessions and support team proficiency.
Handle escalations of complex incidents and facilitate communication between support teams and other internal departments.
Initiate and oversee configuration updates for Outpayce products.
About the ideal candidate: Bachelor's degree in relevant field.
At least 3-5 years of experience in a customer-facing role in a multinational environment.
Understanding of the travel or payments industries, or acquiring ecosystem preferred.
Proficient in English and French (both verbal and written); other languages are a plus: (Spanish, Italian, German).
Excellent communication, organizational, and problem-solving skills.
Ability to build strong customer relationships and provide quality service.
Diversity & Inclusion: Amadeus aspires to be a leader in Diversity, Equity 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.
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