Customer Support Associate Travel

Amadeus; Philippines; Hybrid; PHP 201,000 - 312,000; Full time

Job summary

Amadeus is seeking a Customer Support Associate (Travel) to join its Manila-area team. You will act as the first level of support for Amadeus Customer Care Management customers across phone, portal and email channels, handling travel-related queries with a focus on service levels.

The role requires a college degree, experience in call centers and knowledge of GDS systems. You will work in a hybrid setup in BGC, Taguig, with shifts including nights and weekends to support 24/7 operations.

Qualifications

• Experience in call center/help desk environments.
• GDS experience and helpdesk functionality essential.
• Travel industry experience preferred.
• Strong communication and customer service skills.
• Ability to work in rotating shifts including nights and weekends.
• Willing to work hybrid 2-3x/week onsite in BGC, Taguig.

Responsibilities

• 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.

Skills

GDS experience

Call center experience

Travel industry experience

Customer service skills

Communication skills

Education

Bachelor's degree

Tools

Amadeus products

OneViewCX

Job description

Job Description:

Customer Support Associate (Travel)

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, andas 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.

Requirements: