Customer Support Associate (Travel)

Amadeus Fire AG; Taguig; Hybrid; PHP 300,000 - 540,000; Full time

Job summary

Amadeus is seeking a Customer Support Associate (Travel) in Taguig to join Amadeus Customer Care Management. You will be the first point of contact for travel clients, handling calls, emails and portal inquiries, and delivering responses within the defined SLA.

The role requires strong communication and a customer‑centric mindset, with willingness to work rotating shifts, including nights and weekends, in a hybrid setup (2–3x per week onsite at BGC, Taguig).

Qualifications

• Bachelor's degree in Tourism or equivalent
• Experience in a call center/help desk for travel
• Amadeus GDS experience essential
• Strong communication and customer service skills

Responsibilities

• Provide first level support via phone, portal, and email
• Respond to queries within the SLA and provide regular feedback
• Log queries accurately in OneviewCX
• Handle both basic and complex issues with troubleshooting
• Attend training sessions as required
• Refer to solutions list and resolve customer concerns

Skills

Communication skills

Customer service

Teamwork

Shift flexibility

Quick learner

Education

Bachelor's degree in Tourism

Tools

Amadeus GDS

Helpdesk software

OneviewCX

Job description

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

• Bachelor's degree holder in Tourism or equivalent work experience
• Experience within a call center/help desk environment handling Travel account
• Amadeus 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 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.