GCCO Executive

Hotelbeds Group; Jundiaí; Hybrid; BRL 100,000 - 134,000; Full time

Job summary

HBX Group is seeking a Global Contact Center Executive to join our dynamic Contact Center team in Brazil. The role supports clients and suppliers, handling inquiries, coordinating with partners, and managing bookings according to Operations standards.

This opportunity is open to candidates currently residing in Jundiaí. The position emphasizes delivering unique travel experiences to customers, requires strong English and communication skills, and offers a hybrid work model with global career

Qualifications

• Mandatory customer service experience in a contact center or similar role.
• Fluent English spoken and written.
• Strong verbal and written communication with grammar and clarity.
• Ability to follow procedures and resolve issues independently.
• High attention to detail and adaptability during shifts.

Responsibilities

• Assist clients and suppliers with inquiries and bookings.
• Liaise with suppliers to coordinate arrangements and amendments.
• Document interactions clearly in theBack Office system.
• Respond to online and email requests promptly and accurately.
• Monitor bookings, manage amendments and cancellations, and meet SLAs.
• Escalate issues per contact center protocols as needed.
• Maintain high service standards and professional conduct.
• Adhere to company policies and schedules amid call volume changes.

Skills

Customer service oriented

English proficiency

Communication skills

Problem solving

Attention to detail

Job description

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.

Job Description

We are seeking a Global Contact Center Executive to join our dynamic Contact Center team. In this role, you will support our clients and suppliers, contributing to one of our core missions: delivering unique holiday experiences to our customers. This opportunity is open to candidates currently residing in Jundiaí.

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.

Note

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

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

You will have the opportunity to work for a company that is going through significant change in becoming the world's leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work:

• Within an innovative, engaging and multicultural environment.
• Have the opportunity to build strong and lasting business relationships and friendships from around the world.
• Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.