Customer Support Associate (Travel)

Amadeus IT Group; Taguig; Hybrid; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Hybrid work setup

Job summary

Amadeus IT Group in Bonifacio Global City (Taguig) is seeking a Customer Support Associate (Travel) to be the first point of contact for Amadeus Customer Care Management clients. You will handle inquiries across phone, portal, and email, resolving travel-related issues within SLA and guiding customers through Amadeus solutions.

The role requires a Tourism degree or equivalent, experience in a travel call center, Amadeus GDS knowledge, and strong communication.

Qualifications

• Bachelor's degree in Tourism or equivalent work experience.
• Experience in a call center/help desk handling Travel accounts.
• GDS (Amadeus) experience and helpdesk functionality.
• Experience with Amadeus products and solutions.
• Strong communication and customer service skills.
• Ability to handle stressed Help Desk scenarios with clients.
• Able to communicate with customers of varying technical knowledge.
• Willing to learn new products and services.
• Excellent written and verbal communication.
• Team-oriented with collaborative spirit.
• Willing to work rotating shifts including nights, weekends and holidays for 24/7 coverage.
• Hybrid work: 2-3x/week onsite at BGC, Taguig.

Responsibilities

• Provide assistance to customers on Amadeus solutions within SLA.
• Handle incoming functional queries from Amadeus customers.
• Resolve queries within SLA and follow up until completion.
• Log all queries in OneviewCX with sufficient detail.
• Attend training when necessary (classroom and online).

Skills

Customer service

Communication skills

Teamwork

Shift rotation

Education

Bachelor's degree in Tourism

Tools

Amadeus GDS

Helpdesk software

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, andas 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.