Application/Systems Support (Online Booking/Reservation Systems) - Japanese Speaker

Job Title

Summary of the role

At Amadeus Hospitality, we are committed to delivering high-quality and supportive customer service. Our Customer Support Operations team plays an essential role in helping our global hospitality clients succeed with Amadeus solutions. We focus on responsiveness, professionalism, and accessible product knowledge to ensure every customer interaction contributes positively to their experience and operational efficiency.

The Customer Support Representative is a key role within our support organization, providing first-line assistance and building skills in technology and service delivery. By addressing inquiries in a timely and accurate manner, you will help customers maximize the value of our solutions, reduce disruptions, and strengthen long-term adoption. This role offers opportunities for growth while contributing to our mission of delivering dependable, customer-centered support across the hospitality industry.

The role will recover functional and technical Incidents and Requests or escalate them to resolver groups within Amadeus or to Third Parties involved in the service provided.

In this role you’ll / Your main responsibilities

• 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.
• Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers and follow-up.
• Provide Amadeus customers with updates on the status of critical problems.
• Suggest improvements to Knowledge Solutions database.

• Serve as the first point of contact for Amadeus Hospitality customers across phone, portal, and email channels, beginning with an assigned product and expanding as your knowledge develops.
• Identify customer needs and communicate clear and effective resolutions by distinguishing between symptoms and root causes.
• Use available tools, systems, and support channels to resolve customer questions and escalate when needed.
• Document customer interactions and troubleshooting steps clearly and consistently within the Customer Relationship Management (CRM) system.
• Apply product knowledge and available resources to address customer questions on first contact whenever possible.

• Other duties and responsibilities as assigned

About The Ideal Candidate

• Have completed tertiary education (or equivalent) in a relevant discipline.
• Has the required technical/functional knowledge and experience in own discipline.

• Knowledge of the Amadeus business is a plus
• Works with a moderate level of guidance and direction from manager.
• Are familiar with hotel software solutions or related hospitality systems.
• Demonstrate analytical thinking, problem‑solving skills, and clear communication with diverse audiences.
• Are committed to learning Amadeus Hospitality product offerings and staying informed about policies, practices, and trends that influence customer support.

• Understanding of hospitality industry principles that support effective customer engagement is a plus
  

What we can offer you

• A meaningful mission—helping power the future of travel through impactful work.
• A global workplace culture shaped by diverse teams, shared values, and a collaborative spirit.
• Comprehensive learning opportunities through on‑the‑job experiences, training programs, and daily interactions.
• An environment that supports both professional growth and personal well‑being.
• Competitive compensation, including salary, incentives, and caregiving and health benefits.
• A flexible working model to help you do your best work.
• A diverse, equitable, and inclusive community committed to fostering belonging.
• A company that values trust, reliability, and consistent partnership with customers and employees.

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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. 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.