Global Expert Team Analyst

Amadeus; Taguig; Hybride; PHP 600 000 - 850 000; Plein temps

Avantages offerts par ce poste

Global exposure

Learning opportunities

Hybrid work model

Diverse and inclusive

Company stability

Purpose-driven mission

Résumé du poste

Amadeus in Taguig, Philippines is seeking a Global Expert Team Analyst to provide advanced technical support for customers, partners, and internal teams. You will resolve incidents, document solutions, and contribute to continuous service improvements while collaborating across global teams.

The ideal candidate has a tourism/travel background, 3–5 years in customer or technical support, and hands-on experience with reservation systems and ticketing.

Qualifications

• Bachelor’s degree in Tourism or equivalent experience.
• 3–5 years in customer/technical support within travel/airline industry.
• Hands-on experience with reservation systems, ticketing, troubleshooting, and customer case management.
• Technical understanding of Travel/Airline industry.
• Experience handling incidents and customer inquiries.
• Excellent communication and teamwork.
• Willingness to work a hybrid schedule (2–3 days onsite weekly in BGC, Taguig).

Responsabilités

• Resolve or escape technical and functional issues using established service processes.
• Work independently while collaborating with colleagues and managers for guidance.
• Maintain consistent communication with customers on case progress and resolution timelines.
• Escalate complex cases to higher level teams within Amadeus or external partners, ensuring follow up until closure.
• Document and share problem solving steps to enrich internal knowledge systems.
• Support continuous improvement by identifying trends and suggesting process enhancements.
• Provide outstanding customer service, ensuring responses align with service levels.
• Collaborate with global and cross functional teams to support Amadeus solutions.
• Respond to Amadeus customers questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components)
• Acknowledge, investigate and when possible recover incidents within service levels using knowledge solutions.
• Provide Amadeus customers with updates on the status of critical problems.
• Suggest improvements to Knowledge Solutions database.

Connaissances

Analytical thinking

Problem solving

Communication

Teamwork

Formation

Bachelor's degree in Tourism or related field

Description du poste

Job Title

Global Expert Team Analyst

Purpose of the role:

The Global Expert Team Analyst provides advanced technical support for Amadeus customers, including both internal and external travel and airline partners. You will play a key role in delivering timely, high-quality service through various channels such as phone, Amadeus Service Hub, and remote tools.

This role combines strong analytical skills, technical problem-solving, and collaboration to ensure incident resolution and customer satisfaction. You will also contribute to global initiatives and continuous service improvements.

In this role you will:

• Resolve or escape technical and functional issues using established service processes.
• Work independently while collaborating with colleagues and managers for guidance.
• Maintain consistent communication with customers on case progress and resolution timelines.
• Escalate complex cases to higher level teams within Amadeus or external partners, ensuring follow up until closure.
• Document and share problem solving steps to enrich internal knowledge systems.
• Support continuous improvement by identifying trends and suggesting process enhancements.
• Provide outstanding customer service, ensuring responses align with service levels.
• Collaborate with global and cross functional teams to support Amadeus solutions.
• Respond to Amadeus customers questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components)
• Acknowledge, investigate and when possible recover incidents within service levels using knowledge solutions.
• Provide Amadeus customers with updates on the status of critical problems.
• Suggest improvements to Knowledge Solutions database.

About the ideal candidate:

• Bachelor’s degree in Tourism or equivalent experience in the travel, technology, or airline industry.
• 3–5 years of professional experience in customer, technical or functional support roles within travel/airline industry.
• Hands on experience in reservation systems, ticketing, troubleshooting, and customer case management.
• Technical understanding of the Travel/Airline industry
• Has experience in handling functional and technical incidents and requests
• Has experience in handling customers questions and concerns
• Has experience in investigating and recovering of incidents
• Strong analytical and problem solving skills with a proactive mindset.
• Excellent communication and teamwork abilities.
• Comfortable with a hybrid work setup (2–3 days onsite weekly) at BGC, Taguig.
• Flexibility is expected to handle multiple shifts as required by the business.

What we can offer you

• A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on the job training, formal learning activities, and day to day interactions with colleagues.
• A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• A hybrid working model - We want our employees to do their best work, however the hybrid model works best for them.
• A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long lasting relationships with our customers, partners, and employees.
• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose

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.