Gds Support Executive

il y a 2 semaines


Brussels, Belgique Eurostar Temps plein

At Eurostar we’re busy making Europe’s most loved travel experience better than ever. Join us and you’ll be part of a dynamic, connected, cosmopolitan team that feels at home in four countries and shares the same goal - to create an experience for our passengers that’s always truly exceptional. Do you want to be part of this journey?

An opportunity has arisen to join Eurostar as its **GDS Support Executive**.**

This position will provide a single point of contact for commercial and technical support to Eurostar partners using GDS distribution systems inc SBT/OBT’s (plus any API and Voyager technical queries).

This position can be based in London or Brussels.
- Internal Use Only_
- EIL Grade C, based in KP or Brussels_

**Requirements**:
**We are looking for someone to...**
- Act as single point of contact for travel agencies using the GDS Air system, providing:

- Commercial support for agents and Corporates
- Channelling data issues (fares and timetable discrepancies) to the appropriate external and internal teams for resolution
- First line technical support and advice, diagnosing issues and providing fixes and workarounds to agents where possible
- Escalate problems that do not have a known path to resolution to 2nd line support
- Provide assistance to agents making and managing their bookings in accordance with the published GDS “How To” Guidance
- Clearly communicate processes to enable customer to own and self-service the request wherever possible.
- Contribute to the content of the Eurostar4Agents help pages and the ongoing development of the guidance documentation
- Manage and maintain records of all incidents ensuring accurate data and insight is available to support enhancement requests.
- Deliver customer service across all contact channels that supports Eurostar brand expectations, to both internal and external clients.
- Make empowered decisions on workarounds and fixes to solve customer contact that recognise both customer experience and business impact.
- Assume ownership for professional development, aligning this with department priorities and company goals.
- Support in issue resolution on OBT, API and voyager queries as appropriate
- Support enhanced content delivery through managing the RCB on designated GDS platforms

**You'll need...**
- Excellent verbal and written communication skills
- Strong analytical ability enabling identification of trends and patterns in data
- Detail focussed with a commitment to delivering accuracy in results
- Ability to problem solve using knowledge and experience to produce creative solutions
- Interest and knowledge of Eurostar systems, travel industry and related systems
- Strong listening and questioning skills and experience of using these to identify issues and find solutions
- Ability to embrace change in all areas related to contact type, technological development and organisational improvement.
- Knowledge of Eurostar internal distribution systems.
- Language skills: English; French OR Dutch OR German

**Desirable**
- Experience of working in a helpdesk or technical support environment
- Awareness of GDS systems
- Interest in digital technology and analytics, keeping up to date with industry advancements

**Benefits**
- Travel benefits for work and play
- A great pension
- Exclusive discounts and perks

**If you feel like your skills and experience are relevant for the role, please don't hesitate to apply


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