Contact Center Executive - Customer Service

HBX Group; Embu das Artes; Híbrido; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A leading technology company in São Paulo seeks a customer service representative to assist clients including tour operators and travel agencies. Responsibilities include managing bookings, engaging callers professionally, and ensuring high service quality. Candidates should possess strong communication skills, proficiency in English, and a problem-solving mindset. The role is hybrid, and applicants must be currently residing in Jundiaí. Join us to thrive in a diverse and inclusive environment.

Qualificações

• Proficient in English, both spoken and written.
• Strong customer service orientation and ability to listen actively.
• Excellent communication skills with attention to grammar.

Responsabilidades

• Assist clients with inquiries and manage bookings.
• Engage with callers in a professional manner.
• Document all call activity in the Back Office system.
• Respond to online and email requests promptly.

Conhecimentos

Strong customer service orientation

Active listening skills

Proficiency in English

Excellent verbal and written communication

Problem-solving mindset

Attention to detail

Adaptability

Enthusiasm

Descrição da oferta de emprego

About Us

HBX Group is the world's leading technology partner, connecting and empowering the world of travel. We're game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to 'move fast, dream big and make the difference' every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our 'global approach, local touch' mentality. We're headquartered in Palma, Mallorca and employ around 3,500 people worldwide.

Role Overview

The primary responsibility of this role is to assist clients—including tour operators, travel agencies, and end customers with their inquiries, liaise with suppliers, and manage bookings in alignment with the standards and procedures of the Operations Department. The goal is to address client needs efficiently and effectively.

Key Responsibilities

Engage with callers in a professional and enthusiastic manner, representing HBX Group with excellence.

Provide accurate and helpful information in response to client inquiries.

Document all call activity clearly and accurately in the Back Office system.

Respond promptly and precisely to online and email requests.

Monitor and manage bookings, including reservations, special requests, amendments, and cancellations.

Escalate issues appropriately, following Contact Center protocols.

Maintain high standards of service quality and professionalism.

Meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Adhere to all company policies and procedures.

Follow assigned schedules and adapt to changes based on call volume.

Required Skills and Qualifications

Strong customer service orientation and active listening skills.

Proficiency in English (spoken and written).

Excellent verbal and written communication, with attention to grammar and clarity.

Problem-solving mindset with persistence in resolving issues accurately and efficiently.

Ability to follow detailed instructions independently.

High attention to detail and adaptability.

Consistent focus and enthusiasm throughout the work shift.

If you are passionate about customer service, communication, and creative problem-solving, we encourage you to apply today!

Note

Only candidates currently living in Jundiaí will be considered for this position in the Hybrid Model.

Commitment to Diversity

At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference