Customer Support Representative - Japanese Bilingual

Amadeus; Manila; Hybrid; PHP 360,000 - 640,000; Full time

Benefits offered by this job

Hybrid work setup

Job summary

Amadeus is seeking a proactive First Level Support Specialist to serve Japanese customers from Manila. You will act as the frontline contact for Amadeus products, deliver timely resolutions, and coordinate with markets, GET teams, and providers to ensure fast service.

The role requires 3+ years in travel or airline support, native Japanese and strong English, and a hybrid work setup in Taguig. You will log cases, escalate when needed, and contribute to high customer satisfaction through

Qualifications

• Bachelor’s degree in Tourism or equivalent work experience.
• At least 3 years’ relevant experience in airline or travel industry.
• Native-level Japanese and strong English communication.
• Hybrid work setup with 2-3 days on-site in Taguig.

Responsibilities

• Serve as Amadeus customers’ first level of support via phone, Service Hub and other channels.
• Log cases with comprehensive data to enable reporting and analysis.
• Escalate issues with root cause analysis and keep ownership until resolution.
• Coordinate with Japan/Manila teams and providers to ensure fast delivery.
• Provide solutions and updates to customers and maintain high service levels.

Skills

Customer focus

Communication skills

Japanese language proficiency

English language proficiency

Analytical skills

Multicultural collaboration

Education

Bachelor’s degree in Tourism

Tools

MS Office suite

BI tools

Amadeus Service Hub

Job description

**In this job you will:**Serve as Amadeus system users’ point of contact, ensuring appropriate rectification or escalation of reported problems and managing inquiries in a timely and accurate manner.Liaise with the local markets representatives, global expert teams(GET) and providers (Airlines, IATA, Hotels), as the case requires, to ensure a fast and effective delivery of service to the customer.This role supports customers in Japan from Manila, contributing to improved system utilization and customer satisfaction.**Responsibilities**First Level Support* Serve as Amadeus customers’ first level of support for all products and solutions via phone, Amadeus Service Hub and/or other channels in line with the defined support process and tools and with a strong focus on delivering service within or exceeding the agreed service levels and ensure high first contact resolution rate and fast problem solving due to own experience, advanced skills and knowledge.Support Duties* Log all cases in the appropriate Amadeus tool and assure correct and comprehensive data to enable meaningful reports and analysis.* Utilise full product, including local specific products and solutions, knowledge and problem resolution skills, identify when own knowledge has been exhausted and appropriate escalation of the problem should be made (including all necessary diagnosis).* Identify general outages and service-disruption and act according to the defined help desk escalation procedures.* If problem cannot be solved in 1st Level, ensure deep and comprehensive diagnosis and escalate with all relevant information and according to priority to further resolution groups by keeping the ownership, drive/coordinate, follow up, update incidents and report to customer until case is closed – Instantly report Master incidents to Service Operations.* Keep close contact with the customer and provide the solution mainly over phone, e-mail, Amadeus Service Hub and with the help of remote tools.* Quickly and efficiently turnaround cases assigned to the group and proactively resolve problems within agreed service levels using logical, efficient and structured root cause analysis approach to troubleshooting, through asking appropriate diagnostic questions. Distinguish between problem symptoms, and problem cause.* Ensure that a problem is resolved with tenacity using all means and tools at your disposal.* Conduct (virtual) customer visits for support reinforcement, solution validation, or improvement follow‐ups.* Validate new functionalities, local developments, or configuration changes prior to release.* Support configuration changes or settings modifications for existing customers.* Receive instruction, guidance, and direction from senior roles or manager, with regular monitoring on the status of the assignments.* Inform operations Manager, senior management, and stakeholders of issues affecting service quality.Customer Service Excellence* Quickly understand customer needs and impacts. Serve customers in a fast and efficient manner and apply workarounds if final solution cannot be applied in short time.* Advise and consult customers how to use Amadeus products, provide guidance on product usage.* Apply solutions by using Amadeus Service Hub and guide customers in order to increase customer usage and adoption.* Strive to meet or even exceed customer expectations through strong personal and social skills in customer orientation, communication and accountability.* Achieve or exceed service level targets, guarantee high customer satisfaction and deliver problem resolution with a strong customer service attitude.Shift Rotation* In principle, the working schedule follows the Japan calendar.* To participate in a rotating shift schedule, including nights, weekends, and public holidays, to ensure customer satisfaction.* Flexibility in working hours is essential to meet operational requirements.**About the ideal candidate:*** Bachelor’s degree in Tourism or equivalent work experience* At least 3 years’ relevant experience* Experience in the airline or travel industry preferred - GDS operations, reservation, fares, ticketing* Experience in customer support and/or service roles (training, purchaser, functional, technical roles).* Travel industry knowledge and business expertise.* Understanding of Amadeus Solutions and Services portfolio (preferred).* Understanding of the Japan travel industry (agency operations, distribution structure, workflow expectations) is a strong advantage.* Languages + Japanese: Native‐level written and verbal communication skills. + English: Excellent written and verbal communication skills.* MS Office suite (Excel, Word, PowerPoint). Understanding of computer systems and technical terminology. Knowledge of networks or statistical/BI tools is a plus.* Strong written, oral, and presentation skills, especially in Japanese.* Ability to work effectively in a multicultural environment (Japan-Manila collaboration) with reporting lines in Japan and Manila.* Strong problem‐solving, analytical, and statistical skills with high attention to detail.* Customer‐focused mindset; ability to understand commercial impact.* Proactive, adaptable to change, able to work with minimal supervision.* Ability to influence and collaborate.* Experience working in a global company is an advantage.* Must hold valid work authorization (where applicable).* Hybrid Work Setup (2-3 days a week on site). Location: BGC Taguig* Amenable to a handle multiple shifts as required