Contact Center Executive - French

HBX Group; Valencia; Presencial; EUR 24.000 - 30.000; Jornada completa

Descripción de la vacante

Una compañía líder en tecnología de viajes en Valencia busca un Ejecutivo de Centro de Contacto Global para unirse a su dinámico equipo. Este rol es crucial para apoyar a clientes y proveedores, proporcionando experiencias únicas de vacaciones. Se requiere fluidez en inglés y francés, habilidades excepcionales de comunicación y una fuerte orientación hacia el servicio al cliente. Los candidatos deben ser meticulosos, adaptables y entusiastas en su enfoque, contribuyendo a un ambiente diverso e inclusivo.

Formación

• Orientación fuerte hacia el servicio al cliente y habilidades de escucha activa.
• Dominio del inglés y francés (hablado y escrito).
• Comunicación verbal y escrita excelente, atención a la gramática y claridad.
• Mentalidad de resolución de problemas con persistencia en la resolución de problemas.
• Capacidad para seguir instrucciones detalladas de forma independiente.
• Alta atención al detalle y adaptabilidad.
• Enfoque y entusiasmo consistentes durante el turno de trabajo.

Responsabilidades

• Interactuar con los llamantes de manera profesional y entusiasta.
• Proporcionar información precisa y útil en respuesta a consultas de clientes.
• Documentar toda la actividad de llamadas claramente en el sistema Back Office.
• Responder puntualmente a solicitudes en línea y por correo electrónico.
• Monitorear y gestionar reservas, incluidas solicitudes especiales, enmiendas y cancelaciones.
• Escalar problemas adecuadamente, siguiendo los protocolos del Centro de Contacto.
• Mantener altos estándares de calidad de servicio y profesionalismo.
• Cumplir con los Acuerdos de Nivel de Servicio (SLA) establecidos.
• Cumplir con todas las políticas y procedimientos de la empresa.
• Seguir horarios asignados y adaptarse a cambios según el volumen de llamadas.

Conocimientos

Orientación al cliente

Habilidades de escucha activa

Proficiencia en inglés

Proficiencia en francés

Comunicación verbal y escrita

Resolución de problemas

Atención al detalle

Adaptabilidad

Descripción del empleo

Contact Center Executive - French HBX Group • Valencia, es

Descripción del trabajo

Global Contact Center Executive - French

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.

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.

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 and French (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.

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.