Customer Support Representative - Spanish Bilingual
- Taguig City, Metro Manila
- Permanent
- Full-time
- 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.
- To be able to respond to customer inquiries in both Spanish and English via phone, online case and live chat.
- Has the required technical/functional knowledge and experience in own discipline. Knowledge of the Amadeus business and how it is related to own area.
- Works using existing procedures or guidelines and provides inputs to support/influence area decisions. Makes recommendations on new solutions and proposes improvements by analyzing different sources of information.
- Works with a moderate level of guidance and direction from manager.
- 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.
- College graduate of relevant discipline or qualifications from a college or university.
- Must be able to write and speak in Spanish
- Experience within a call center/help desk environment desired Travel industry experience
- GDS experience and Helpdesk functionality essential
- Experience working with Amadeus products is an advantage
- 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
- Open to handle shifting schedule if needed. Work on weekends if necessary.
- Hybrid work setup. BGC, Taguig.