Premier Helpdesk Analyst

4 weeks ago

Makati, Philippines Travelport Full time

Overview

Join Travelport as Premier Helpdesk Analyst - NORAM. Based in Makati, National Capital Region, Philippines. The role provides guidance and technical support to frontline customer service across the Travelport range.

Responsibilities
  • Provide Helpdesk support of the full Travelport product range on both functional as well as technical issues. Managing incidents from our omnichannel offerings that include but are not limited to; phone, web submit, chat and email.
  • Identify and correctly troubleshoot all problems reported to minimise the impact on customers. Resolve problems reported by customers locally or refer to the correct service provider for rapid resolution within the Travelport escalation procedures.
  • Adhere to resolution/escalation times to minimise the impact on our customers and continually strive for improved performance. Continuously increase Travelport application knowledge to rapidly identify and resolve problems reported.
  • Report problems via our Incident Management System. Monitor and track these incidents through to valid updates/resolutions. Assist with identifying trends that can be used to increase customer satisfaction.
Qualifications
  • Knowledge of working experience within a travel agency, tour operator or airline environment. GDS knowledge – Galileo GDS experience required. Candidates with experience in other GDS systems would also be considered.
  • Experience with CETS or any other leisure tool is welcome but not required.
  • Ability to develop strong customer relationships through a collaborative, consultative, reliable, and empathetic approach. Strong team player with excellent English communication skills.
Benefits

A hybrid work model, competitive base salary and bonus plan, as well as a very comprehensive benefits package including a generous holiday allowance plus Christmas working days (office shutdown).

Employment details
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Information Technology
  • Location: Makati, National Capital Region, Philippines
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