Service Management Senior Specialist
Amadeus · Bengaluru
Job Title
Job Ttile: Service Management Senior Specialist
📍 Location: Bengaluru/Manila
🛫 Customer: Airlines
About the Role
Join our Customer Care team, dedicated to delivering exceptional service to Outpayce Airline customers. As a Service Management Senior Specialist, you’ll be the primary contact for assigned customers, ensuring smooth operations, coordinating resolution of incidents, and promoting best practices for product usage.
What You’ll Do
- Act as the first point of contact for assigned customers, acknowledging incidents and operational requests promptly.
- Perform initial troubleshooting and escalate issues to relevant teams when needed.
- Manage and resolve cases in CRM, ensuring no pending or overdue cases.
- Oversee all operational activities for contracted products and services once delivered.
- Anticipate customer requirements and address issues internally on their behalf.
- Support customers with ongoing requests, work orders, and other activities, routing them to the right teams.
- Promote customer best practices and effective use of the product.
- Coordinate training deliverables and provide training to customers.
- Support other non-strategic customers as required.
- Highlight challenges internally and ensure all customer concerns are fully addressed.
- Take ownership of escalated incidents and facilitate communication between teams (e.g., R&D, Product).
- Lead process improvements collaborating with different departments.
Skills & Tools
🔹 Customer & Stakeholder Management
🔹 Communication & Presentation Skills
🔹 CRM Tools Knowledge
🔹 Airline IT domain/Payment domain experience (Good to have, not mandatory)
Ideal Candidate
✅ Strong problem-solving and incident management skills
✅ Ability to manage escalations and collaborate with global teams
✅ Proactive and customer-focused mindset
Why Join Us?
✨ Work with strategic customers in a global environment
✨ Engage with multiple stakeholders and complex customer scenarios
✨ Opportunity to grow in the Payments industry with Outpayce
What we can offer you
- 🎯 A critical mission and purpose - At Amadeus, you'll power the future of travel with a critical mission and extraordinary purpose.
- 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
- 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, from on-the-job training to formal activities, and daily interactions.
- 🤗 A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well-being.
- 💰 A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits.
- 🌟 A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.
- 🌈 A diverse, equitable, and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.
- 📈 A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.
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Diversity & Inclusion
Amadeus aspires to be a leader in Diversity 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 and committed to an accessible recruitment process. 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.
Be aware of recruitment scams
Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.