Premier Helpdesk Analyst

1 week ago

Makati, Philippines Travelport Full time

Overview Location: Travelport Makati, National Capital Region, Philippines. Travelport is the brains behind lots of your travel bookings – plane, car or hotel. Our technology is used to book that magical holiday, infamous bachelorette party or long overdue school reunion. While we can’t solve mosquito bites or lost luggage, we can simplify a lot of the technical parts of travel, and we’re looking for the best thinkers to help us do it. We’re hiring right now for a Premier Helpdesk Analyst - English APAC. 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. Ownership and commitment to problem resolution for Premier customers. Ensure all calls/incidents are handled promptly, courteously, accurately, and within Travelport policy. Promote Travelport self-service options to customers including MyTravelport. Qualifications At least 2 years of 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 Where do we start? Our benefits package includes: Competitive salary, 18 days holiday that increases with years of service plus Christmas working days (office shutdown), hybrid working model, annual bonus (non-contractual), statutory sick pay, pension contribution and medical + dental insurance. We also offer new parent leave, life and accident insurance as well as an annual allowance for the purchase of medicines. We are an equal opportunities employer and will consider all qualified applicants purely on their skills and abilities. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if needed. #J-18808-Ljbffr

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