Premier Helpdesk Analyst

1 week ago

Makati City, National Capital Region, Philippines Travelport Full time

We're hiring right now for a
Premier Helpdesk Analyst -English EMEA
Search for #Travelport on LinkedIn and hear from our amazing team.

How you'll make an impact:

We're looking for GDS specialists to provide guidance and technical support to our frontline customer service across the full Travelport range.

Your role in action:

  • 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.

Could this be you?

  • 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.

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