Contact Center Executive

Lever, Inc.; Brasil; Presencial; BRL 50 000 - 80 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Attractive benefits package

Multicultural environment

Global travel exposure

Career development opportunities

Diversity and inclusion

Resumo da oferta

Lever, Inc. is seeking a Contact Center Executive in Brazil to support clients and suppliers in a fast-paced travel environment. You will handle inquiries, manage bookings, and coordinate with suppliers to deliver smooth travel experiences.

You will work across multiple channels, maintain accurate records, and adhere to SLAs and KPIs while staying attentive to details and process standards. This role offers exposure to global travel operations within a multicultural team.

Qualificações

• Experience handling customer inquiries across multiple channels.
• Ability to manage bookings, amendments, and cancellations.
• Strong written and verbal communication with good grammar.
• Professional English usage, spoken and written.
• Detail-oriented with accuracy in data entry.
• Ability to follow procedures and meet SLAs.
• Residence in Jundiaí, Brazil.

Responsabilidades

• Engage with clients and callers professionally, maintaining a high standard of service.
• Respond to inquiries from tour operators, travel agencies, suppliers, and end customers.
• Document call activity and customer interactions in the Back Office system.
• Handle online and email requests with clear communication.
• Monitor and manage bookings including reservations, amendments, and cancellations.
• Liaise with suppliers to resolve booking-related matters.
• Escalate complex issues per Contact Center procedures.
• Meet SLAs, KPIs, and service quality standards.
• Follow schedules and adapt to changing call volumes and priorities.

Conhecimentos

Customer-service orientation

English proficiency

Communication skills

Problem-solving

Attention to detail

Adaptability

Team collaboration

Descrição da oferta de emprego

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Contact Center Executive based in Brazil.

This role is an opportunity to support clients and suppliers within a fast-paced, international travel environment.
You will handle customer inquiries, manage bookings, and coordinate with suppliers to help deliver smooth travel experiences.
The position combines customer service, communication, problem-solving, and operational accuracy across multiple channels.
You will interact with tour operators, travel agencies, and end customers while following established procedures and service standards.
Attention to detail and clear communication will be essential when managing reservations, amendments, special requests, and cancellations.
You will work with defined SLAs and KPIs while adapting to changing call volumes and operational priorities.
The role offers exposure to a multicultural environment and opportunities to build experience in global travel operations.

Accountabilities

• Engage with clients and callers professionally and enthusiastically, providing a consistently high standard of customer service.
• Respond accurately and efficiently to inquiries from tour operators, travel agencies, suppliers, and end customers.
• Document call activity and relevant customer interactions accurately in the Back Office system.
• Handle online and email requests promptly, ensuring clear and precise communication.
• Monitor and manage bookings, including reservations, amendments, special requests, and cancellations.
• Liaise with suppliers when necessary to resolve booking-related matters and customer requests.
• Escalate complex issues appropriately in accordance with established Contact Center procedures.
• Meet defined Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and service quality standards.
• Follow operational policies, procedures, and assigned schedules while remaining adaptable to changes in call volumes and business priorities.

Requirements

• Strong customer-service orientation with excellent active listening skills.
• Professional proficiency in English, both spoken and written.
• Excellent verbal and written communication skills, with strong grammar, clarity, and attention to detail.
• Strong problem-solving skills and persistence when resolving customer or booking-related issues.
• Ability to follow detailed instructions and established procedures independently.
• High level of attention to detail and accuracy when handling customer information and reservations.
• Adaptability and ability to remain focused and engaged throughout the working shift.
• Professional, enthusiastic, and collaborative approach to customer interactions.
• Applicants must currently reside in Jundiaí, Brazil, according to the location requirement stated in the original posting.

Benefits

• Attractive benefits package.
• Opportunity to work in an innovative, engaging, and multicultural environment.
• Exposure to international clients, suppliers, and travel-industry partners.
• Opportunities to build professional relationships with colleagues and partners around the world.
• Career development opportunities locally and potentially across international locations.
• Experience within a global travel technology and services environment.
• Inclusive workplace focused on diversity, collaboration, and equal opportunities.