Customer Support Associate (Travel)

Amadeus IT Group S.A.; Makati; Hybrid; PHP 335,000 - 513,000; Full time

Job summary

Amadeus IT Group S.A. in the Philippines seeks a Customer Support Associate (Travel) to be the first line of support across phone, portal, and email, handling functional queries and ensuring SLA adherence.

The role requires travel industry exposure with GDS experience, strong communication, and flexibility to work in rotating shifts; hybrid work 2-3 days on site at BGC, Taguig.

Qualifications

• College graduate of relevant discipline or qualifications from a college or university.
• Travel industry experience and GDS experience are essential.
• Experience working with Amadeus products and solutions is preferred.
• Strong communication and customer service skills, with the ability to handle stressful environments.

Responsibilities

• Serve as the first level of support across phone, portal, and email.
• Provide assistance to customers on Amadeus Solutions within the prescribed SLA.
• Handle inbound functional queries and ensure resolution or proper follow-up.
• Log all queries with sufficient detail in OneviewCX and maintain timelines.
• Attend training sessions, both classroom and online, as required.

Skills

Communication skills

Customer service

Teamwork

Learning agility

Education

College degree

Job description

Job Title Customer Support Associate (Travel)

Job Title Customer Support Associate - Travel

Purpose of the Role

Serve as Amadeus Customer Care Management customers’ first level of support via all incoming channels (phone, portal, email, etc.); for functional queries, product/product line with additional products trained as competency increases.

In this role, you will:

• Provide assistance to customers who require support on Amadeus Solutions within the prescribed SLA.
• Answer all calls within the specified SLA required.
• Handle all incoming functional queries from Amadeus customers, including Extended territories and ensure a superior customer service.
• Resolve queries within the SLA, if the query gets forwarded to another department or a supplier ensure to follow up until completion of the query.
• Ensure customer receives regular feedback.
• Responsible for basic and complicated queries which may require extensive investigation and troubleshooting.
• Log all queries in OneviewCX and ensure enough detail is provided.
• The Customer Support Representative will also be required to attend high standard of training when necessary, including both classroom and online training.

Refer to the detailed list of solutions you will be responsible for.

About the ideal candidate

• College graduate of relevant discipline or qualifications from a college or university.
• Experience within a call center/help desk environment desired.
• Travel industry experience GDS experience and Helpdesk functionality essential.
• Experience working with Amadeus products and solutions.
• Strong communication skills and strong customer service skills.
• Ability to respond positively to client requests for assistance in an often-stressful Help Desk environment.
• Ability to relate to customers having both a wide and limited knowledge of computing and the company’s products and services.
• Ability to learn and understand new products and services.
• Ability to communicate effectively at all levels both written and verbal.
• Ability to work in a team orientated environment.
• This position requires availability to work in a rotating shift schedule, including nights, weekends, and public holidays, to support 24/7 operational coverage.
• Flexibility and responsiveness are essential to meet the demands of a global organization.
• Amenable to work on a hybrid work setup (2-3x/week onsite).

Location

BGC, Taguig

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. 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.

We are Amadeus and we make travel work better for everyone, everywhere. As part of our global team of 20,000+ passionate team members across 100+ locations, you’ll join a community united by a love for travel and technology. We’re not just shaping the future of travel; we’re using it as a force for good, enriching lives and supporting our planet. Here, you’ll be free to innovate and grow with driven colleagues. Join us on a journey where you will help us bring the world closer!