Operations Agent - Americas

OTS Globe; Cancún; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading company in the tourism sector is seeking an Operations Agent to manage client and supplier interactions. The role involves resolving issues, ensuring customer satisfaction, and requires fluency in Spanish and English. Ideal candidates will have negotiation skills and a customer-oriented attitude.

Formación

• Minimum 1 year experience in a similar position.
• Fluent in Spanish and English, Portuguese is a plus.

Responsabilidades

• Coordinate and manage incidents, questions from clients and suppliers.
• Ensure customer satisfaction through effective communication.
• Track and resolve issues escalated by clients.

Conocimientos

Negotiation

Customer Orientation

Communication

Problem Solving

Flexibility

Descripción del empleo

We are looking for an Operations Agent to join our OTS Globe team in Mexico. As an Operations Americas Agent, you will be responsible to coordinate and manage incidences, questions and requirements from our clients, suppliers as well as from our end clients, Tour Operators.

Main responsibilities:

• Attention to general requests from clients/tour operators.
• Receive customer calls via mail and phone of incidents for products and services, prioritize them and solve them or coordinate them accordingly to other departments when necessary.
• Ensure customer satisfaction through courteous and effective communication, problem solving and efficient processes.
• Diagnose and resolve issues.
• Track issues escalated and followed up to keep clients/users informed.
• Research and respond questions using available information resources (knowledgebase, other available tools).
• Attention to general requests from suppliers/hotels.
• Re-conciliations, queries, and clarifications.
• Attention to post-trip requests through the tools provided.
• Offline customers.
• Management of the area of emergencies through telephone and email attention.
  
  
  

Requirements:

• Experience of 1 year minimum required in similar or equal position.
• Negotiation abilities, patient, customer oriented and positive attitude.
• Good communication skills and proactive listener.
• Flexibility, ability to work under pressure and problem-solving oriented.
• Tourism knowledge or previous experience.
• Fluent Spanish and English (written and spoken).
• Fluent Portuguese (written and spoken) is a plus.