Customer Service & Operations Executive

PURE CUISINE; Cancún; On-site; MXN 167,000 - 290,000; Full time

Benefits offered by this job

Hybrid work model

Career development

Multicultural environment

Job summary

OTS Globe is seeking a proactive Customer Service/Operations Specialist to support passengers, B2B clients, hotels, and suppliers by handling incidents and requests in a 24/7 environment. You will coordinate with hotels, DMCs, and internal teams to resolve issues and maintain SLA compliance.

This hybrid role in Cancún requires a Bachelor's in a related field, at least 2 years in customer facing roles, fluent English, and the ability to work rotating nights.

Qualifications

• Bachelor's degree completed or in progress in a related field.
• Minimum of 2 years in Customer Service or similar roles.
• Experience handling complex incidents and solving problems under pressure.
• Experience in tourism/DMCs/travel/b2B environments is desirable.
• Willingness to work rotating shifts and hybrid work model.
• Advanced English, German and/or Polish a plus.

Responsibilities

• Manage operational incidents, emergencies, and client requests.
• Handle phone calls, emails, and other communications related to tourism services.
• Coordinate solutions with hotels, suppliers, DMCs, and internal teams to ensure continuity.
• Monitor cases through resolution and keep all parties informed.
• Escalate critical incidents per procedures and maintain SLAs.
• Document all incidents and actions taken with clients and suppliers.
• Support operations during rotational shifts as required.
• Identify opportunities to improve processes and service quality.
• Communicate professionally with B2B clients, passengers, hotels, and suppliers.

Skills

Communication

Problem solving

Decision making

Customer service

Organization

Analytical thinking

Adaptability

Teamwork

Conflict management

Results oriented

Education

Bachelor's degree in Tourism/Hospitality/Business Administration/International Relations/Engineering

Job description

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.

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.

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.

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:

• 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:

• 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.