Global Travel Operations & Customer Experience Executive

MTS Incoming, S.L.U.; Cancún; Híbrido; MXN 201.000 - 290.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Professional development

Multicultural work environment

Career growth opportunities

Training programs

Regional and global projects

Descripción de la vacante

MTS Globe Group in Cancún is seeking a dedicated Customer Service Specialist to support passengers, B2B clients, hotels, and suppliers. You will manage incidents, requests, and emergencies related to contracted services, ensuring timely resolution and adherence to SLAs in a 24/7 operation.

The role requires advanced English, flexibility for night shifts and rotating schedules, and the ability to coordinate with hotels, suppliers, and internal teams to maintain service continuity.

Formación

• Bachelor's degree in Tourism, Hospitality, Business Administration, International Relations, or related field (in progress acceptable).
• Minimum 2 years in customer service or related roles.
• Experience handling incidents and solving problems under pressure.
• Experience in tourism/DMCs/travel or B2B environments is a plus.
• Ability to work rotating/night shifts and hybrid work model.

Responsabilidades

• Manage operational incidents, emergencies, and special requests from clients and suppliers.
• Handle calls and emails related to tourism services and operations.
• Coordinate solutions with hotels, suppliers, and internal teams to ensure service continuity.
• Monitor cases through resolution and keep all parties informed.
• Escalate critical incidents per procedures and ensure SLA compliance.
• Document incidents and actions taken with clients and suppliers.

Conocimientos

Excellent communication

Problem solving

Organizational skills

Teamwork

Multicultural collaboration

Decision making

Customer service

Conflict management

Analytical thinking

Educación

Bachelor's degree in Tourism or related field

Descripción del empleo

MTS Globe Group in Cancún is seeking a dedicated Customer Service Specialist to support passengers, B2B clients, hotels, and suppliers. You will manage incidents, requests, and emergencies related to contracted services, ensuring timely resolution and adherence to SLAs in a 24/7 operation.

The role requires advanced English, flexibility for night shifts and rotating schedules, and the ability to coordinate with hotels, suppliers, and internal teams to maintain service continuity.