📍 Job Overview

Job Title: Customer Support Associate (SPANISH Bilingual)
Company: Amadeus
Location: Makati City, Makati, Philippines
Job Type: Hybrid
Category: Customer Support
Date Posted: June 20, 2025
Experience Level: Entry Level

🚀 Role Summary

Provide first-level support to Amadeus customers via multiple channels (phone, portal, email, etc.)
Handle functional queries related to Amadeus Solutions and ensure superior customer service
Resolve queries within the Service Level Agreement (SLA) and provide regular feedback to customers
Troubleshoot and investigate complex issues, referring to detailed solutions and training as needed
Collaborate with other departments and suppliers to ensure query resolution
Attend high-standard training, both classroom and online, to enhance skills and knowledge

📝 Enhancement Note: This role requires strong communication skills, cultural sensitivity, and the ability to thrive in a fast-paced, high-pressure environment. Familiarity with the travel industry and Amadeus products is a plus.

💻 Primary Responsibilities

Customer Support: Serve as the first point of contact for customers, addressing their functional queries and ensuring exceptional customer service
Query Resolution: Resolve customer queries within the prescribed SLA, escalating complex issues as needed
Troubleshooting: Investigate and troubleshoot technical issues, utilizing available resources and training to find effective solutions
Feedback: Provide regular updates to customers regarding the status of their queries and ensure they are satisfied with the resolution
Collaboration: Work closely with other departments and suppliers to ensure customer queries are resolved efficiently and accurately
Training: Participate in classroom and online training sessions to enhance skills and knowledge in Amadeus Solutions and related products

📝 Enhancement Note: Success in this role requires strong problem-solving skills, attention to detail, and the ability to remain calm under pressure. Excellent communication skills in both English and Spanish are essential.

🎓 Skills & Qualifications

Education: A bachelor's degree or relevant qualifications from a college or university

Experience: At least 1 year of experience in a call center or help desk environment, with travel industry experience preferred

Required Skills:

Fluency in English and Spanish (spoken and written)
Strong communication skills
Excellent customer service skills
Ability to thrive in a high-pressure environment
GDS experience and helpdesk functionality
Strong problem-solving skills and attention to detail
Ability to learn and understand new products and services quickly
Open to handling shifting schedules if needed

Preferred Skills:

Experience working with Amadeus products
Familiarity with the travel industry
Ability to communicate effectively at all levels, both written and verbal
Ability to work in a team-oriented environment

📝 Enhancement Note: Candidates with experience in the travel industry or familiarity with Amadeus products may have an advantage in this role. Strong communication skills and cultural sensitivity are crucial for success in this bilingual position.

📊 Web Portfolio & Project Requirements (N/A - Customer Support Role)

💵 Compensation & Benefits

Salary Range: PHP 25,000 - 35,000 per month (Estimated based on market research for entry-level customer support roles in the Philippines)

Benefits:

Competitive salary and benefits package
Opportunities for career growth and development
Hybrid work setup, allowing for a balance between on-site and remote work
Training and development opportunities to enhance skills and knowledge

Working Hours: 40 hours per week, with a flexible schedule that may include evenings, weekends, and holidays as needed

📝 Enhancement Note: The salary range provided is an estimate based on market research for entry-level customer support roles in the Philippines. Actual compensation may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Travel technology and distribution

Company Size: Medium-sized global company with a significant presence in the Philippines

Founded: 1987 (as a joint venture between Air France, Lufthansa, and Iberia)

Team Structure:

Global customer support team with representatives in various locations worldwide
Collaborative and multicultural environment, with a focus on customer satisfaction and continuous improvement
Regular training and development opportunities to enhance skills and knowledge

Development Methodology:

Customer-centric approach, with a focus on providing exceptional service and support
Continuous improvement processes to enhance customer experiences and drive operational excellence
Strong emphasis on training and development to ensure customer support representatives are equipped with the knowledge and skills needed to succeed

Company Website: www.amadeus.com

📝 Enhancement Note: Amadeus is a global leader in travel technology and distribution, with a strong focus on customer satisfaction and continuous improvement. The company's customer support team plays a critical role in ensuring that customers receive the exceptional service and support they need to succeed.

📈 Career & Growth Analysis

Customer Support Career Level: Entry-level position with opportunities for growth and development within the customer support team and broader organization

Reporting Structure: Reports directly to the Customer Support Team Lead or Manager, with opportunities for collaboration with other departments and teams as needed

Technical Impact: Directly impacts customer satisfaction and loyalty by providing exceptional service and support, driving operational excellence, and contributing to the continuous improvement of Amadeus Solutions

Growth Opportunities:

Career Progression: Opportunities for career progression within the customer support team and broader organization, including roles such as Team Lead, Manager, or Specialist
Technical Skill Development: Opportunities to develop and enhance skills in customer support, troubleshooting, and problem-solving, as well as familiarity with Amadeus Solutions and related products
Leadership Potential: Opportunities to develop leadership skills through mentoring, coaching, and team management responsibilities

📝 Enhancement Note: Success in this role can lead to career progression within the customer support team and broader organization. Candidates with strong communication skills, cultural sensitivity, and a commitment to exceptional customer service are well-positioned for success in this role and beyond.

🌐 Work Environment

Office Type: Hybrid work environment, with a balance between on-site and remote work

Office Location(s): Makati City, Philippines

Workspace Context:

Collaborative and multicultural environment, with a focus on customer satisfaction and continuous improvement
Opportunities to work with diverse teams and stakeholders, both within Amadeus and with external partners and customers
Regular training and development opportunities to enhance skills and knowledge

Work Schedule: Flexible schedule that may include evenings, weekends, and holidays as needed to provide exceptional customer service and support

📝 Enhancement Note: The hybrid work environment at Amadeus offers the best of both worlds, allowing customer support representatives to balance on-site collaboration and remote work. This flexible arrangement fosters a collaborative and inclusive work environment that prioritizes customer satisfaction and continuous improvement.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, cultural fit, and understanding of the role and responsibilities
Behavioral Interview: A more in-depth discussion focused on problem-solving, customer service, and adaptability in a high-pressure environment
Role-Play Scenario: A mock customer support scenario to evaluate communication skills, troubleshooting abilities, and customer service aptitude
Final Interview: A conversation with the hiring manager or team lead to discuss career aspirations, cultural fit, and next steps in the hiring process

Portfolio Review Tips: (N/A - Customer Support Role)

Technical Challenge Preparation: (N/A - Customer Support Role)

ATS Keywords: (N/A - Customer Support Role)

📝 Enhancement Note: The interview process for this role is designed to assess communication skills, cultural fit, and customer service aptitude. Candidates with strong problem-solving skills, attention to detail, and a commitment to exceptional customer service are well-positioned for success in the interview process.

🛠 Technology Stack & Web Infrastructure (N/A - Customer Support Role)

👥 Team Culture & Values

Customer Support Values:

Customer-centric: Focus on providing exceptional customer service and support, with a commitment to understanding and addressing customer needs
Collaborative: Work closely with diverse teams and stakeholders to drive operational excellence and continuous improvement
Adaptable: Thrive in a high-pressure, fast-paced environment, with a willingness to learn and adapt to new challenges and opportunities
Continuous improvement: Embrace a culture of continuous learning and development, with a commitment to enhancing skills and knowledge to drive exceptional customer experiences

Collaboration Style:

Cross-functional: Collaborate with diverse teams and stakeholders, both within Amadeus and with external partners and customers, to drive operational excellence and continuous improvement
Knowledge sharing: Share knowledge and expertise with team members and stakeholders to enhance customer support skills and drive exceptional customer experiences
Regular communication: Maintain open and regular communication with team members, stakeholders, and customers to ensure exceptional customer service and support

📝 Enhancement Note: Amadeus' customer support team embraces a customer-centric, collaborative, and adaptable culture that prioritizes exceptional customer service and continuous improvement. Candidates with strong communication skills, cultural sensitivity, and a commitment to exceptional customer service are well-positioned for success in this role and broader organization.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High-pressure environment: Thrive in a fast-paced, high-pressure environment with a focus on exceptional customer service and support
Diverse customer base: Adapt to the unique needs and preferences of a diverse customer base, with a commitment to understanding and addressing their individual requirements
Continuous learning: Stay up-to-date with the latest Amadeus Solutions and related products, as well as industry trends and best practices

Learning & Development Opportunities:

Training and development: Participate in regular classroom and online training sessions to enhance skills and knowledge in customer support, troubleshooting, and problem-solving
Conferences and events: Attend industry conferences and events to stay up-to-date with the latest trends and best practices in customer support and related fields
Mentorship and coaching: Seek out mentorship and coaching opportunities to enhance skills and knowledge, as well as to develop leadership and management abilities

📝 Enhancement Note: Success in this role requires strong communication skills, cultural sensitivity, and a commitment to exceptional customer service. Candidates with a willingness to learn and adapt to new challenges and opportunities are well-positioned for success in this role and beyond.

💡 Interview Preparation

Technical Questions:

Customer Service Scenarios: Prepare for behavioral interview questions focused on customer service, problem-solving, and adaptability in a high-pressure environment
Role-Play Scenarios: Practice mock customer support scenarios to hone communication skills, troubleshooting abilities, and customer service aptitude
Company Knowledge: Research Amadeus and its customer support team to demonstrate a strong understanding of the company, its products, and its commitment to exceptional customer service

Company & Culture Questions:

Company Values: Prepare to discuss Amadeus' customer-centric, collaborative, and adaptable culture, as well as your commitment to exceptional customer service and continuous improvement
Career Aspirations: Reflect on your career goals and how this role can contribute to your long-term success and growth within the customer support team and broader organization
Team Dynamics: Prepare to discuss your ability to work effectively in a diverse, multicultural team environment, with a focus on collaboration, knowledge sharing, and regular communication

Portfolio Presentation Strategy: (N/A - Customer Support Role)

📝 Enhancement Note: Success in the interview process requires strong communication skills, cultural sensitivity, and a commitment to exceptional customer service. Candidates with a thorough understanding of Amadeus, its products, and its customer support team are well-positioned for success in the interview process.

📌 Application Steps

To apply for this Customer Support Associate (SPANISH Bilingual) position:

Submit your application through the application link provided
Customize your resume and cover letter to highlight your relevant experience, skills, and commitment to exceptional customer service
Prepare for the interview process by practicing behavioral interview questions, role-play scenarios, and company knowledge assessments
Research Amadeus and its customer support team to demonstrate a strong understanding of the company, its products, and its commitment to exceptional customer service

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Associate (SPANISH Bilingual)