{"id":1134958,"url":"https://alion.io/job/amadeus-customer-support-representative-japanese-bilingual","title":"Customer Support Representative - Japanese Bilingual","company":{"id":8132,"name":"Amadeus","domain":"amadeus.com","url":"https://alion.io/company/amadeus","size_band":"5000+","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Workday","truth_index":{"grade":"A","score":89,"open_postings":33,"ghost_share":0.03,"stale_share":0.545,"repost_share":0.03,"time_to_fill_p50_days":17,"computed_at":"2026-09-23T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Makati, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":24000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":465},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Telegram","optional":true},{"name":"WhatsApp","optional":true}],"status":"live","first_seen_at":"2026-09-23T07:17:22Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-23T10:02:01Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Title\nCustomer Support Representative - Japanese BilingualJob Title:\nCustomer Support Associate (Travel) | Japanese Bilingual\nIn this job you will:\nServe as Amadeus system users’ point of contact, ensuring appropriate rectification or escalation of reported problems and managing inquiries in a timely and accurate manner.\nLiaise with the local markets representatives, global expert teams(GET) and providers (Airlines, IATA, Hotels), as the case requires, to ensure a fast and effective delivery of service to the customer.\nThis role supports customers in Japan from Manila, contributing to improved system utilization and customer satisfaction.\nResponsibilities\nFirst Level Support\nServe as Amadeus customers’ first level of support for all products and solutions via phone, Amadeus Service Hub and/or other channels in line with the defined support process and tools and with a strong focus on delivering service within or exceeding the agreed service levels and ensure high first contact resolution rate and fast problem solving due to own experience, advanced skills and knowledge.\nSupport Duties\nLog all cases in the appropriate Amadeus tool and assure correct and comprehensive data to enable meaningful reports and analysis.\nUtilise full product, including local specific products and solutions, knowledge and problem resolution skills, identify when own knowledge has been exhausted and appropriate escalation of the problem should be made (including all necessary diagnosis).\nIdentify general outages and service-disruption and act according to the defined help desk escalation procedures.\nIf problem cannot be solved in 1st Level, ensure deep and comprehensive diagnosis and escalate with all relevant information and according to priority to further resolution groups by keeping the ownership, drive/coordinate, follow up, update incidents and report to customer until case is closed - Instantly report Master incidents to Service Operations.\nKeep close contact with the customer and provide the solution mainly over phone, e-mail, Amadeus Service Hub and with the help of remote tools.\nQuickly and efficiently turnaround cases assigned to the group and proactively resolve problems within agreed service levels using logical, efficient and structured root cause analysis approach to troubleshooting, through asking appropriate diagnostic questions. Distinguish between problem symptoms, and problem cause.\nEnsure that a problem is resolved with tenacity using all means and tools at your disposal.\nConduct (virtual) customer visits for support reinforcement, solution validation, or improvement follow-ups.\nValidate new functionalities, local developments, or configuration changes prior to release.\nSupport configuration changes or settings modifications for existing customers.\nReceive instruction, guidance, and direction from senior roles or manager, with regular monitoring on the status of the assignments.\nInform operations Manager, senior management, and stakeholders of issues affecting service quality.\nCustomer Service Excellence\nQuickly understand customer needs and impacts. Serve customers in a fast and efficient manner and apply workarounds if final solution cannot be applied in short time. \nAdvise and consult customers how to use Amadeus products, provide guidance on product usage.\nApply solutions by using Amadeus Service Hub and guide customers in order to increase customer usage and adoption.\nStrive to meet or even exceed customer expectations through strong personal and social skills in customer orientation, communication and accountability.\nAchieve or exceed service level targets, guarantee high customer satisfaction and deliver problem resolution with a strong customer service attitude.\nShift Rotation\nIn principle, the working schedule follows the Japan calendar.\nTo participate in a rotating shift schedule, including nights, weekends, and public holidays, to ensure customer satisfaction.\nFlexibility in working hours is essential to meet operational requirements.\nAbout the ideal candidate:\nBachelor’s degree in Tourism or equivalent work experience\nAt least 3 years’ relevant experience\nExperience in the airline or travel industry preferred - GDS operations, reservation, fares, ticketing\nExperience in customer support and/or service roles (training, purchaser, functional, technical roles).\nTravel industry knowledge and business expertise.\nUnderstanding of Amadeus Solutions and Services portfolio (preferred).\nUnderstanding of the Japan travel industry (agency operations, distribution structure, workflow expectations) is a strong advantage.\nLanguagesJapanese: Native-level written and verbal communication skills.\nEnglish: Excellent written and verbal communication skills.\n\nMS Office suite (Excel, Word, PowerPoint). Understanding of computer systems and technical terminology. Knowledge of networks or statistical/BI tools is a plus.\nStrong written, oral, and presentation skills, especially in Japanese.\nAbility to work effectively in a multicultural environment (Japan-Manila collaboration) with reporting lines in Japan and Manila.\nStrong problem-solving, analytical, and statistical skills with high attention to detail.\nCustomer-focused mindset; ability to understand commercial impact.\nProactive, adaptable to change, able to work with minimal supervision.\nAbility to influence and collaborate.\nExperience working in a global company is an advantage.\nMust hold valid work authorization (where applicable).\nHybrid Work Setup (2-3 days a week on site). Location: BGC Taguig\nAmenable to a handle multiple shifts as required\nDiversity & Inclusion\nAmadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.\nAmadeus is an equal opportunity employer and committed to an accessible recruitment process. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.\nBe aware of recruitment scams\nAmadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.","description_format":"text","description_chars":6576,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Japanese","level":"Proficiency (C2)","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Travel & Tourism","Travel Agencies","Travel Technology"],"lifecycle":[{"event":"open","at":"2026-09-23T07:17:22Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":17,"reasons":["conf:1","win:early","comp:brand"],"computed_at":"2026-09-23T11:12:00Z"},"pay":null,"html_url":"https://alion.io/job/amadeus-customer-support-representative-japanese-bilingual","json_url":"https://alion.io/job/amadeus-customer-support-representative-japanese-bilingual.json","meta":{"generated_at":"2026-09-23T11:12:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}