Customer Service & Operations Executive

MTS Globe; Cancún; Híbrido; MXN 167.000 - 279.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working model

Competitive salary

Professional development

Multicultural environment

Descripción de la vacante

OTS Globe busca un profesional para proporcionar soporte operativo y servicio al cliente de alta calidad a pasajeros, clientes B2B, hoteles y proveedores, gestionando incidentes, solicitudes y situaciones de emergencia 24/7.

La posición implica asegurar resolución oportuna, cumplimiento de SLAs y una experiencia positiva para el cliente mediante coordinación con partes internas y externas, en un entorno dinámico. Se ofrece modelo híbrido y desarrollo profesional.

Formación

• Licenciatura en Turismo, Hostelería, Administración de Empresas, Relaciones Internacionales, Ingeniería o afín (terminada o en curso).
• Al menos 2 años de experiencia en Servicio al Cliente o roles afines.
• Experiencia manejando incidentes complejos y bajo presión.
• Se valora experiencia en turismo, DMCs, tour operadores B2B o agencias.
• Disponibilidad para turnos rotativos, incluido nocturnos. Modelo híbrido.

Responsabilidades

• Gestionar incidentes operativos, emergencias y solicitudes de clientes y proveedores.
• Atender llamadas, correos y comunicaciones relacionadas con servicios turísticos.
• Coordinar soluciones con hoteles, proveedores, DMCs y equipos internos para continuidad del servicio.
• Monitorear casos hasta su resolución y comunicar avances.
• Escalar incidentes críticos conforme a los procedimientos.
• Registrar y documentar incidentes y acciones tomadas.
• Apoyar la gestión operativa en turnos rotativos.
• Identificar oportunidades de mejora en procesos de operación y atención.
• Mantener comunicación profesional con clientes B2B, pasajeros, hoteles y proveedores internacionales.

Conocimientos

Customer service

Communication

Problem solving

Decision making under pressure

Organizational skills

Analytical thinking

Adaptability

Teamwork

Conflict management

Ownership

Educación

Bachelor's degree in Tourism or related field

Descripción del empleo

OTS Globe

OTS Globe connects travel operators and hoteliers, delivering tailored distribution solutions across 39 countries and 117 destinations, with access to 14.000+ hotels.

What do we do?

We manage hotel distribution end-to-end, securing competitive rates, strong availability, and the right product mix through expert teams and advanced technology.

Why join us?

Join a dynamic, international team where you can develop your skills, gain end-to-end industry experience, and grow in a fast-evolving travel environment.

JOIN US AND DISCOVER YOUR FUTURE WITH MTS GLOBE GROUP!

OTS Globe is an equal opportunities employer.

Descripción de la oferta

Position Objective:

Provide operational support and high-quality customer service to passengers, B2B clients, hotels, and suppliers by managing incidents, requests, and emergency situations related to contracted services. The objective of this role is to ensure the timely resolution of issues, compliance with service level agreements (SLAs), and a positive customer experience through effective coordination with internal and external stakeholders in a dynamic 24/7 operational environment.

Key Responsibilities:

• Manage operational incidents, emergencies, and special requests from clients, passengers, and suppliers.
• Handle phone calls, emails, and other communication channels related to tourism services and operations.
• Coordinate solutions with hotels, suppliers, DMCs, and internal teams to ensure service continuity.
• Monitor and follow up on cases through to full resolution, keeping all parties informed.
• Escalate critical incidents in accordance with established procedures.
• Ensure compliance with SLAs and company quality standards.
• Accurately record and document all incidents and actions taken involving clients and suppliers.
• Support operational management during rotational shifts as required.
• Identify opportunities to improve operational and customer service processes.
• Maintain professional and effective communication with B2B clients, passengers, hotels, and international suppliers.

Requisitos

Requirements:

• Bachelor's degree completed or in progress in Tourism, Hospitality, Business Administration, International Relations, Engineering, or a related field.
• Minimum of 2 years of experience in Customer Service, Hospitality, Concierge Services, Guest Relations, Passenger Assistance, Healthcare Services, or similar customer-focused roles.
• Experience handling complex incidents and solving problems under pressure.
• Previous experience in tourism, destination management companies (DMCs), incoming tour operators, travel agencies, or B2B environments is desirable.
• Availability to work rotating shifts, including night shifts.
• Availability to work under a hybrid model (Home Office and Office).
• Advanced English proficiency, both spoken and written, is mandatory.
• German and/or Polish will be considered a significant advantage.
• Own vehicle is desirable.

Skills:

• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Ability to solve problems quickly and efficiently.
• Decision-making under pressure.
• Empathy and service-oriented mindset.
• Strong organizational skills and ability to manage multiple tasks simultaneously.
• Analytical thinking and prioritization skills.
• Flexibility and adaptability to changing operational needs.
• Teamwork and ability to collaborate in multicultural environments.
• Strong sense of responsibility and ownership.
• Conflict management and negotiation skills.
• Results-oriented approach focused on achieving service objectives and KPIs.

What we offer:

• Competitive salary.
• Hybrid working model.
• Benefits above statutory requirements.
• Professional development and career growth opportunities within an international company.
• Continuous training and development.
• Multicultural and international work environment.
• Employee recognition and internal development programs.
• Participation in regional and global projects.
• Structured shift schedule designed to support operational continuity and professional development.