Customer Support Associate (Travel)

AMADEUS MARKETING PHILS, INC.; Taguig; Hybrid; PHP 279,000 - 469,000; Full time

Job summary

Amadeus Marketing Phils, Inc. is seeking a Customer Support Associate - Travel to be the first line of contact across phone, email and portal channels.

The role requires handling both basic and complex queries, maintaining SLA targets, and logging all interactions with detailed notes. Hybrid setup in Taguig with 2-3 days onsite weekly supports global operations.

Qualifications

• College graduate of relevant discipline or equivalent.
• Experience in call center/help desk; travel industry preferred.
• GDS experience and helpdesk functionality required.
• Experience with Amadeus products and solutions.
• Strong communication and customer service skills.
• Ability to handle stress and work in a fast-paced environment.
• Willingness to work rotating shifts, including nights, weekends, holidays.
• Hybrid work setup: 2-3x onsite weekly; location BGC, Taguig.

Responsibilities

• Provide support to Amadeus Customer Care Management customers via all channels.
• Answer calls within the SLA and resolve queries within the SLA.
• Log queries in OneviewCX with detailed notes.
• Follow up until query resolution and provide feedback.
• Attend training as required (classroom and online).
• Refer to the solutions list for assigned responsibilities.
• Work in a rotating shift schedule to support 24/7 operations.

Skills

Customer service

Communication

Teamwork

Stress management

Education

College degree

Tools

GDS system

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:

• 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