📍 Job Overview

Job Title: Customer Support Agent - 1st level
Company: Amadeus
Location: Madrid, Spain
Job Type: Hybrid (On-site & Remote)
Category: Customer Support
Date Posted: 2025-06-23
Experience Level: Mid-level (2-5 years)
Remote Status: Hybrid (On-site & Remote)

🚀 Role Summary

Serve as the primary point of contact for Amadeus customers, providing exceptional customer service and high first contact resolution.
Manage customer inquiries and issues related to Amadeus' local products, services, and solutions via phone, e-Support, and other media.
Collaborate with internal teams to ensure efficient problem resolution and maintain up-to-date knowledge of Amadeus' offerings.

📝 Enhancement Note: This role requires strong communication skills, patience, and the ability to thrive in a fast-paced environment. Prior experience in customer support or a similar role is essential for success in this position.

💻 Primary Responsibilities

Customer Support: Serve as Amadeus customers' first point of contact via phone, e-Support, and other media, delivering high-quality service within or exceeding agreed service levels.
Problem Resolution: Provide high first contact resolution to an agreed set of Amadeus products, utilizing full product knowledge and problem resolution skills. Identify when own knowledge has been exhausted and escalate problems appropriately.
Case Management: Log all cases in the appropriate Amadeus tool, ensuring correct and comprehensive data to enable meaningful reports and analysis.
Customer Service Excellence: Quickly understand customer needs and impact, applying workarounds if the final solution cannot be applied immediately. Avoid keeping customers on the line unnecessarily.
Operational Efficiency: Ensure efficient and qualitative case handling by following defined support processes and tools. Work in line with existing help desk processes and defined service levels.
Process Improvement: Continuously report suggestions for improvements to service operations and identify knowledge gaps to improve processes and routines.
Collaboration & Knowledge Management: Liaise and work well with other support teams and departments. Provide and maintain information and knowledge that is easily understood and accessible by others. Create and maintain Helpdesk knowledge and material.

🎓 Skills & Qualifications

Education: University degree in Tourism or a related field.

Experience: 3 to 4 years in similar positions or experience working with Amadeus System in travel agencies.

Required Skills:

Fluency in English and Spanish (additional languages are a plus)
Strong communication and problem-solving skills
Ability to work in a fast-paced environment and handle multiple tasks simultaneously
Experience with Amadeus System (desired)

Preferred Skills:

Knowledge of other languages (a plus)
Experience in a similar role or industry (a plus)

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role.

Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: €25,000 - €35,000 per year (gross), based on experience and performance.

Benefits:

Attractive remuneration packages, including bonus, equity, pension plan, travel, life, and healthcare insurance
Lunch and transport allowance, as well as other benefits
Flexible working arrangements and hybrid working model
Opportunities for learning and professional development
A diverse and inclusive work environment

Working Hours: Full-time (40 hours per week), organized according to a shift structure.

📝 Enhancement Note: The salary range provided is an estimate based on market research and industry standards for similar roles in Madrid, Spain. Actual salary may vary depending on individual qualifications, experience, and company-specific factors.

🎯 Team & Company Context

🏢 Company Culture

Industry: Travel technology and distribution.

Company Size: Large (18,000+ employees worldwide).

Founded: 1987.

Team Structure:

Customer Support team, working in shifts to provide 24/7 coverage
Cross-functional collaboration with other departments, such as Product, Sales, and Marketing
Global team with diverse cultural backgrounds

Development Methodology:

Agile methodologies, focusing on continuous improvement and customer satisfaction
Regular team meetings and knowledge-sharing sessions
Clear communication and collaboration tools for remote and on-site teams

Company Website: Amadeus

📝 Enhancement Note: Amadeus fosters a global and inclusive work environment, with a strong focus on customer-centricity and continuous improvement. The company invests in employee development and offers competitive benefits and compensation packages.

📈 Career & Growth Analysis

Customer Support Agent - 1st level: Entry to mid-level position within the Customer Support team, focusing on first contact resolution and customer service excellence.

Reporting Structure: Reports directly to the Customer Support Team Lead or Manager.

Technical Impact: Directly impacts customer satisfaction and loyalty by providing excellent customer service and resolving customer issues efficiently.

Growth Opportunities:

Progression to more senior customer support roles, such as Customer Support Agent - 2nd level or Team Lead
Transition to other functional areas within Amadeus, such as Product, Sales, or Marketing, with relevant experience and skills development

📝 Enhancement Note: Career progression within Amadeus is based on individual performance, skills development, and relevant experience. The company offers opportunities for growth and development, both within the Customer Support team and across other functional areas.

🌐 Work Environment

Office Type: Hybrid (On-site & Remote) - Amadeus offers flexible working arrangements, allowing employees to work from home and on-site, depending on their role and team requirements.

Office Location(s): Madrid, Spain (with the possibility of working remotely).

Workspace Context:

Collaborative workspace with dedicated areas for team meetings and knowledge-sharing sessions
Modern office equipment and tools, including laptops, headsets, and collaboration software
Access to training and development resources, both online and on-site

Work Schedule: Full-time (40 hours per week), organized according to a shift structure to provide 24/7 customer support coverage.

📝 Enhancement Note: Amadeus' hybrid work environment offers employees the flexibility to balance work and personal life, while also fostering collaboration and teamwork. The company provides the necessary tools and resources to support employees in their roles, both on-site and remotely.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screening to assess communication skills and cultural fit
Technical assessment, focusing on problem-solving skills and product knowledge
Final interview with the Customer Support Team Lead or Manager, focusing on team fit and career aspirations

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation:

Familiarize yourself with Amadeus' products and services, focusing on the specific areas relevant to the role
Practice problem-solving skills and customer service scenarios
Prepare questions to ask the interviewer about the role, team, and company

ATS Keywords: Customer Support, Problem Resolution, Communication, Collaboration, Knowledge Management, Amadeus System, Service Excellence, Operational Efficiency.

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, problem-solving abilities, and cultural fit. Candidates should be prepared to demonstrate their customer service skills and knowledge of Amadeus' products and services.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Customer Relationship Management (CRM) system
Ticketing system (e.g., Zendesk, ServiceNow, or similar)
Collaboration and communication tools (e.g., Slack, Microsoft Teams, or similar)
Product knowledge base and documentation

Hardware & Equipment:

Laptop or desktop computer
Headset with a noise-canceling microphone
Webcam (for remote work)

📝 Enhancement Note: Technology stack and infrastructure requirements for this role are minimal, as the primary focus is on customer support and communication skills. Familiarity with customer support tools and a basic understanding of Amadeus' products and services are essential for success in this position.

👥 Team Culture & Values

Customer Support Values:

Customer-centricity: Putting customers first and focusing on their needs and satisfaction
Collaboration: Working together to achieve common goals and provide exceptional customer service
Continuous improvement: Regularly seeking feedback and opportunities to enhance customer support processes and practices
Integrity: Acting with honesty and transparency in all customer interactions

Collaboration Style:

Cross-functional collaboration with other departments, such as Product, Sales, and Marketing
Regular team meetings and knowledge-sharing sessions
Clear communication and communication tools for remote and on-site teams

📝 Enhancement Note: Amadeus fosters a customer-centric and collaborative work environment, with a strong focus on continuous improvement and integrity. The company values its employees and invests in their professional development and growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing high call volumes and customer inquiries efficiently and effectively
Providing high first contact resolution while adhering to defined service levels
Identifying and escalating complex customer issues appropriately

Learning & Development Opportunities:

On-the-job training and coaching from experienced team members
Access to e-learning platforms and online courses for skills development and career progression
Opportunities to participate in company-wide initiatives and projects, such as process improvement or customer experience enhancement

📝 Enhancement Note: This role offers opportunities for professional growth and development, both within the Customer Support team and across other functional areas within Amadeus. Candidates should be prepared to face technical challenges and continuously seek opportunities to improve their skills and knowledge.

💡 Interview Preparation

Technical Questions:

Describe a time when you had to handle a difficult customer and how you resolved the issue.
How do you prioritize and manage multiple customer inquiries simultaneously?
Can you explain a complex technical concept to a non-technical customer?

Company & Culture Questions:

Why are you interested in working for Amadeus, and specifically in this role?
How do you stay up-to-date with the latest trends and developments in customer support and service excellence?
Describe your experience with remote work and collaboration tools.

Portfolio Presentation Strategy: Not applicable for this role.

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, problem-solving abilities, and cultural fit. Candidates should be prepared to demonstrate their customer service skills and knowledge of Amadeus' products and services.

📌 Application Steps

To apply for this Customer Support Agent - 1st level position at Amadeus:

Submit your application through the Amadeus careers portal.
Prepare for the phone or video screening by practicing common customer service scenarios and familiarizing yourself with Amadeus' products and services.
Research Amadeus' company culture and values to demonstrate your cultural fit and commitment to customer-centricity.
Prepare questions to ask the interviewer about the role, team, and company to show your interest and engagement.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Agent - 1st level