Contact Center Executive

Hotelbeds Group; Cancún; Presencial; MXN 140.000 - 210.000; Jornada completa

Descripción de la vacante

HBX Group, based in Cancún, Mexico, is seeking a Contact Center Executive to support clients, coordinate bookings, and liaise with suppliers in a fast-paced travel services environment.

The role requires outstanding communication, a customer-focused mindset, and fluency in English; candidates must reside in Cancun to apply and thrive in a multicultural setting.

Formación

• Strong customer service and listening skills.
• Languages preferred English.
• Demonstrated strong written communication and proper grammar.
• Ability to follow precise directions with minimal supervision.
• Detail-oriented and flexible.
• Able to remain focused and enthusiastic during shifts.

Responsabilidades

• Engage callers and represent HBX Group professionally.
• Answer client questions accurately and provide additional information.
• Document call activity in the Back Office system clearly.
• Respond quickly to online and email requests for information.
• Monitor bookings for reservations, amendments and cancellations.
• Escalate issues per Contact Center guidelines when needed.
• Maintain departmental quality standards.
• Meet defined Service Level Agreements and KPIs.
• Follow company policies and adjust to schedule changes.

Conocimientos

Customer service

English

Descripción del empleo

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 looking for a Contact Center Executive to join our Global Contact Center. In this role, you will have the opportunity to give support to our clients in order to achieve one of our main objectives “Delivering unique holidays to our customers”. We are looking for candidates, who are based in Cancun, Mexico.

The main purpose of the role is to assist clients (TTOO, Travel Agencies, and final customers) with any requirement, contact suppliers, and manage bookings according to Operations Department standards and processes, in order to cover and solve the needs of the clients in the most efficient way.

This position requires dynamic, customer-focused service professionals that possess excellent verbal and written communication and interpersonal skills demonstrated by a passion for providing outstanding customer service. Creative thinking and the ability to enthusiastically communicate with clients on every inbound call consistently are necessary. Support is provided by telephone and email, in conjunction with the front and back-office computer applications, as well as Microsoft Office.

** It is mandatory to live in Cancun to apply for this vacancy **

PRIMARY RESPONSIBILITIES

• Enthusiastically engaging each caller and representing HBX Group in a highly professional manner

• Successfully and accurately answering client questions and providing appropriate additional information

• Capturing accurate and legible documentation on all call activity in the Back Office system as required

• Respond rapidly and accurately to online/email requests for information

• Monitor bookings for processing of reservations, special requests, amendments, and cancellations

• Escalate issues in accordance with Contact Center guidelines when necessary

• Consistently maintaining departmental standards for quality

• Achieving defined Service Level Agreements and Key Performance Indicator goals

• Responsible to meet all company policies and procedures

• Responsible to follow schedule and schedule changes based on call volume

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Strong customer service and listening skills

• Languages preferred English

• Demonstrated strengths in verbal and written communication skills including appropriate grammar and punctuation

• Persistent in ensuring issues are resolved accurately, effectively, and timely

• Ability to follow precise directions consistently without continuous supervision

• Detail-oriented and flexible

• Able to maintain focus and enthusiasm throughout shift assignment

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.