Global Customer Service & Operations Executive 24/7 Hybrid

PURE CUISINE; Cancún; Hybrid; 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 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.