Airline Premium Support Associate

Job Title

Job Title:

Airline Premium Support Associate

In this job you will:

First Level Support

• Serve as Amadeus customers’ first level of support for all products & solutions via phone, Amadeus Service Hub and/or other media 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 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 /2nd 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 disposalReceives instruction, guidance and direction from more senior level roles or manager, with regular monitoring on the status of the assignments.

Operational Efficiency

• Ensure an efficient and qualitative case handling by following the defined support process and tools
• Work in line with, and in support of, existing help desk processes and defined service levels
• Relay requests to any further resolution group when they are not solved at first call or meet with certain criteria up front
• Search Amadeus Service Hub Centre for a solution and use all available tools and media for an efficient and effective problem resolution
• Multi task day-to-day help desk activities and prioritise departmental and customer demands and workload successfully
• Carry out any reasonable task to ensure operational effectiveness of the Service Centre
• Work effectively within and across departmental teams’ and peer groups, developing and maintaining collaborative partnerships

Customer Service Excellence

• Quickly understand customer needs and impact. Service customer 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 Center and guide customers through Amadeus Service Hub 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

About the ideal candidate:

• Graduate of any 4-year course. Preferably a degree in Tourism or equivalent
• Preferably 1-2 years’ related experience or background with Amadeus Airlines Products or in Tourism/Airlines industry
• Experience in using Amadeus GDS
• Strong working understanding of the Travel Industry business
• Strong customer service skills, organizational skills and problem solving skills
• Excellent Communication skills, both written and verbal. Can express clearly issues and propose clear solutions.
• Flexibility in working hours is essential to meet operational requirements.
• Shift Rotation To participate in a rotating shift schedule, including nights, weekends, and public holidays, to ensure 24 x 7 support coverage.
• Amenable to work on a Hybrid work setup (2-3 days a week). Location: BGC Taguig

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity 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.