Job Title
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, 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 scams
Amadeus 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.
Skills Required
- Bachelor’s degree in Tourism or equivalent work experience
- Experience in a call center or helpdesk environment supporting travel accounts
- Amadeus GDS and helpdesk functionality experience
- Experience working with Amadeus products and solutions
- Strong written and verbal communication skills
- Strong customer service skills
- Ability to investigate and troubleshoot customer queries
- Ability to learn new products and services
- Ability to work effectively in a team-oriented environment
- Availability for rotating shifts, including nights, weekends, and public holidays
- Willingness to work in a hybrid setup, onsite two to three times per week in BGC, Taguig
What We Do
Travel powers progress. Amadeus powers travel. Amadeus’ solutions connect travelers to the journeys they want, linking them via travel agents, search engines and tour operators to airlines, airports, hotels, cars and railways. Technology has always been critical to developing global travel, increasing scale, choice and access. We have developed our technology in partnership with the travel industry for 30 years. We combine a deep understanding of how people travel with the ability to design and deliver the most complex, trusted, and critical systems our customers need.
