The Senior Manager, Level 1 Customer Support will be responsible for overseeing the day-to-day operations of the Asia Pacific Level 1 customer support team
Job Summary
The Senior Manager, Level 1 Customer Support will be responsible for overseeing the day-to-day operations of the Asia Pacific Level 1 customer support team.
Success in this role requires building strong collaboration with Hospitality managers, including Commercial, Product, R&D, Technical Operations, Legal, and Regional Customer Delivery Services.
Lead the Amadeus Hospitality function within the Manila office focusing on employee engagement, collaboration with other functional leaders and development of a team culture in the office.
Matching Summary
The Senior Manager, Level 1 Customer Support will be responsible for overseeing the day-to-day operations of the Asia Pacific Level 1 customer support team.
Skills & Requirements
Must-have
Level 1 customer support
Service Level Agreements (SLAs)
operational KPIs
customer satisfaction metrics
team leadership
process optimization
Nice-to-have
customer centric approach
problem solving positive attitude
collaboration with other departments
employee engagement
team culture development
Key Requirements
10+ years experience in operations management
Degree in business administration, operations management, engineering, IT or related field
Experience in qualifying, troubleshooting, and resolving technical problems
Project management skills
Familiarity with Microsoft operating system environments