Customer Support Analyst - NORAM

Travelport; Makati; Hybrid; PHP 350,000 - 540,000; Full time

Benefits offered by this job

Hybrid working model

Annual bonus

Medical + dental insurance

Pension contribution

Life and accident insurance

New parent leave

Medicines allowance

Job summary

Travelport Philippines is hiring a Premier Helpdesk Analyst to support customers across the full Travelport product range. You will manage incidents via phone, web, chat and email, troubleshoot issues, and ensure rapid resolutions within established timelines.

The role requires at least 2 years in travel with Galileo GDS knowledge, strong English, and a collaborative, empathetic approach. A hybrid working model and competitive benefits are offered.

Qualifications

• 2+ years in travel agency, tour operator or airline environment with GDS knowledge (Galileo).
• Experience with CETS or any leisure tool is a plus.
• Strong English communication; collaborative, empathetic approach.

Responsibilities

• Provide Helpdesk support for the full Travelport product range via phone, web, chat and email.
• Identify and troubleshoot problems, escalating per Travelport procedures to ensure rapid resolution.
• Adhere to resolution/escalation times to minimize customer impact and improve performance.
• Log incidents in the management system and monitor updates until resolution; identify trends.
• Maintain ownership for Premier customers and promote Travelport self-service options.

Skills

GDS knowledge

English communication

Customer relationships

Team player

Tools

Galileo GDS

CETS leisure tool

Job description

Job Description

PREMIER HELPDESK ANALYST | PHILIPPINES

Travel obsessed? Big tech fan? Hey, you’re in good company. If you want to be part of the industry that makes the world go round, then look no further.

Travelport is the brains behind lots of your travel bookings‑plane, car or hotel. Our technology is used to book that magical holiday, long‑awaited bucket list trip or that overdue school reunion. While we can’t solve mosquito bites or lost luggage, we can simplify a lot of the technical parts of travel, and we’re looking for the best thinkers to help us do it.

We’re hiring right now for a Premier Helpdesk Analyst – English NORAM! Search for #Travelport on LinkedIn and hear from our amazing team.

How you’ll make an impact

We’re looking for GDS specialists to provide guidance and technical support to our frontline customer service across the full Travelport range.

Your role in action

• Provide Helpdesk support of the full Travelport product range on both functional as well as technical issues. Managing incidents from our omnichannel offerings that include but are not limited to phone, web submit, chat and email.
• Identify and correctly troubleshoot all problems reported to minimize the impact on customers. Resolve problems reported by customers locally or refer to the correct service provider for rapid resolution within the Travelport escalation procedures.
• Adhere to resolution/escalation times to minimize the impact on our customers and continually strive for improved performance. Continuously increase Travelport application knowledge to rapidly identify and resolve problems reported.
• Report problems via our Incident Management System. Monitor and track these incidents through to valid updates/resolutions. Assist with identifying trends that can be used to increase customer satisfaction.
• Ownership and commitment to problem resolution for Premier customers. Ensure all calls/incidents are handled promptly, courteously, accurately, and within Travelport policy. Promote Travelport self-service options to customers including MyTravelport.

Could this be you?

• At least 2 years of knowledge of working experience within a travel agency, tour operator or airline environment. GDS knowledge – Galileo GDS experience required. Candidates with experience in other GDS systems would also be considered.
• Experience with CETS or any other leisure tool is welcome but not required.
• Ability to develop strong customer relationships through a collaborative, consultative, reliable, and empathetic approach. Strong team player with excellent English communication skills.

Discover why our teams love working here

We’re a diverse and inclusive workforce, representative of the communities and customers we serve. We’re committed to eliminating inequality and unconscious bias, and to providing a work environment where all employees can confidently, and comfortably, share their opinions and challenge the norms.

Where do we start? Our benefits package includes

Competitive salary, 18 days holiday, hybrid working model, annual bonus (non‑contractual), statutory sick pay, pension contribution and medical + dental insurance. We also offer new parent leave, life and accident insurance as well as an annual allowance for the purchase of medicines.

Search for our employee stories on LinkedIn!

Your journey at Travelport starts here – apply now!

Our application process is quick, easy, and hassle‑free — apply in just a few minutes!

Equal opportunity employer

We are an equal opportunities employer and will consider all qualified applicants purely on their skills and abilities. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if needed.

Technical difficulties applying

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