Customer Support Associate (Travel)

Amadeus-038955bc; Taguig; Hybrid; PHP 300,000 - 420,000; Full time

Job summary

Amadeus is seeking a Customer Support Associate (Travel) in Taguig to be the first point of contact for customers across phone, portal and email, delivering timely and accurate assistance on Amadeus solutions.

The role requires a Bachelor’s degree in Tourism or equivalent and travel industry call center experience, with strong communication and customer service skills. Hybrid setup with 2-3 days onsite are available.

Qualifications

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

Responsibilities

• Serve as the first level of support via phone, portal, email, and other channels.
• Answer calls within the SLA and handle functional queries on Amadeus solutions.
• Log all queries in OneviewCX with detailed notes and feedback.
• Follow up to ensure resolution with internal teams or suppliers when needed.
• Participate in training sessions to maintain high service standards.

Skills

Customer service

Clear communication

Teamwork

Multitasking

Education

Bachelor's degree in Tourism or equivalent

Tools

Amadeus GDS

OneviewCX

Job description

Job TitleCustomer 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 experienceExperience within a call center/help desk environment handling Travel accountAmadeus GDS experience and Helpdesk functionality essentialExperience working with Amadeus products and solutionsStrong communication skills and strong customer service skillsAbility 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 servicesAbility to learn and understand new products and servicesAbility to communicate effectively at all levels both written and verbalAbility to work in a team orientated environmentThis 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, TaguigDiversity & InclusionAmadeus 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.Be aware of recruitment scamsAmadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.