Queues Handling Associate at Amadeus

Taguig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

16 Apr, 26

Salary

0.0

Posted On

16 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication Skills, Analytical Thinking, Customer Centricity, Team Spirit, Proactivity, Accountability, Office Tooling Suite, Travel Business Understanding, Amadeus Products Knowledge, Service Desk Support, Teletype Message Management, Stakeholder Engagement, Incident Management, Service Improvement, Problem Solving, Relationship Building

Industry

IT Services and IT Consulting

Description

Job Title Queues Handling Associate Job Title: Queues Handling Associate In this job you will: Purpose of the role 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. Main Responsibilities 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 Bachelor’s degree holder 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 Communication skills: Express clearly issues and propose clear solutions. Good communication skills, good command of the English Language both oral and written. 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 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 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. We are Amadeus and we make travel work better for everyone, everywhere. As part of our global team of 20,000+ passionate team members across 100+ locations, you’ll join a community united by a love for travel and technology. We’re not just shaping the future of travel; we’re using it as a force for good, enriching lives and supporting our planet. Here, you’ll be free to innovate and grow with driven colleagues. Join us on a journey where you will help us bring the world closer!

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Responsibilities

As a Queues Handling Associate, you will manage teletype reject messages and ensure they are rerouted or updated for seamless customer service. You will also analyze major issues and collaborate with support teams to enhance service performance.