The Amadeus Global Customer Care group provides 1st, 2nd and 3rd Level Service Desk to support Amadeus Airline customers using Amadeus Products and Solutions (Reservation, Inventory, Ticketing, Departure control & boarding amongst the others). The Amadeus Airline Support Center (ASC) is the single point of contact for incidents, service requests and all contacts for production support issues. We aim at recovering 90% of all non-code related incidents and requests or escalating them to resolver groups within Amadeus or at third parties involved in the service provided.
As a Queues Handling Associate, you will be responsible to work on system rejected teletype (TTY) messages and to reroute / update them to ensure seamless flow between all Amadeus customer using the solution.
In This Role
Queues Management (for queues in scope)
Review and analyze teletype reject messages and action as needed
Park complex messages to be handled by relevant support teams
Upon major issue, perform an analysis, determine scope and raise incident to Amadeus Subject Matter Experts
Continual Service Improvement
Work closely with internal and external stakeholders to identify new ways of working and innovation to enhance our performance and/or the customer journey
Building Relations
Builds and develops healthy and productive working relationship with other stakeholders
About The Ideal Candidate
Process oriented education, Tourism graduate is a plus.
Preferably 1 or 2 years’ experience with Amadeus Airlines Products or in Tourism/Airlines industry
Background on Reservations
Basic understanding of the Travel business.
Master usual office tooling suite
Capability to install, implement and maintain hard and/or software with the Amadeus IT environment on personal workstation
Good English
Listening/Reading: Can understand with ease everything heard or read. Can understand a range of demanding and recognise implicit meaning. Can summarise information.
Speaking: Can express him/herself.
Writing: Can produce clear, structured text on subjects.
Multicultural approach, as exposed to a worldwide group
Customer centricity: customer and customer satisfaction are the heart of our business
Accountability, Autonomy and Proactivity, to provide customers with a high level of continuous service and support, while managing priorities
Communication skills: Express clearly issues and propose clear solutions
Analytical thinking: Ability to use a methodical step-by-step approach to break down processes into their constituents parts, identify causes and effects patterns and analyse problems to arrive to an appropriate solution
Team spirit, transparency & knowledge sharing are part of our culture
Diversity & Inclusion
We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.
Antas ng seniority
Entry level
Uri ng trabaho
Full-time
Function sa trabaho
Iba pa
Mga Industriya
Mga Serbisyo sa IT at Konsultasyon sa IT
Pinapataas ng mga referral ang iyong pagkakataon na ma-interivew sa Amadeus nang 2x