Customer Support Associate (Travel)

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

Application process

The application process is easy and fast. Create your candidate profile manually or upload your CV/Resume