Sales Contact Center Agent - Hybrid Cancun, Mexico

HBX Group; Cancún; On-site; MXN 180,000 - 210,000; Full time

Job summary

HBX Group seeks a customer-focused, sales-driven Contact Center Agent for the hospitality team in Cancún. You will handle inbound calls, emails, and digital channels, delivering exceptional service while maximizing hotel reservation sales opportunities.

The ideal candidate excels at identifying guest needs, promoting hotel products, and delivering a seamless experience to enhance brand loyalty and revenue growth.

Qualifications

• Strong sales focus with ability to upsell and cross-sell hotel products.
• Excellent communication in multiple languages with a customer-centric approach.
• Experience with CRM and hotel booking platforms to document interactions accurately.

Responsibilities

• Handle high volume inbound calls professionally and courteously.
• Identify guest needs and provide tailored recommendations and solutions.
• Drive reservation sales through upselling and cross-selling hotel products, services, and packages.
• Meet and exceed sales, quality, and performance targets while maintaining customer satisfaction.
• Provide accurate information on hotel offerings, policies, and promotions.
• Document interactions and follow-up actions in CRM and booking systems.
• Respond to emails and manage multi-channel communications including chat and tickets.
• Escalate issues to appropriate departments when needed.
• Identify and report system or booking issues to support teams.

Skills

Sales negotiation

Upselling

Customer needs analysis

Objection handling

Multilingual communication

Active listening

Time management

Brand alignment

Collaboration

Tools

CRM systems

Booking engines

G Suite

MS Office

Job description

About Us

Thinkin is a Roiback company, part of HBX Group, one of the world’s leading B2B travel technology ecosystems. We combine technology, data, and expertise to deliver innovative solutions that help travel businesses succeed.

Job Summary

We are seeking a customer-focused and sales-driven Contact Center Agent to join our hospitality team. In this role, you will handle inbound customer interactions across phone, email, and digital channels, providing exceptional service while maximizing hotel reservation sales opportunities.

The ideal candidate will excel at identifying guest needs, promoting hotel products and services, and delivering a seamless customer experience that enhances brand loyalty and revenue growth.

Job Responsibilities

• Manage a high volume of inbound customer calls in a professional, timely, and courteous manner.
• Identify customer needs by gathering relevant information, clarifying stay requirements, and providing tailored recommendations and solutions.
• Drive reservation sales through effective upselling and cross-selling of hotel products, services, room categories, and packages.
• Achieve individual and team sales, quality, and performance targets while maintaining exceptional customer satisfaction.
• Provide accurate and up-to-date information regarding hotel offerings, amenities, policies, pricing, and promotions.
• Represent and protect the hotel brand by delivering consistent, high-quality customer interactions.
• Follow established contact center procedures, scripts, training guidelines, and quality standards.
• Accurately document customer interactions, reservations, inquiries, and follow-up actions within CRM and booking systems.
• Respond to email inquiries and assist with multi-channel customer communications, including voice, chat, and ticketing platforms.
• Escalate or route calls and inquiries to appropriate departments when necessary.
• Identify and report system, booking engine, telephony, or product-related issues to the relevant support teams.

Required Skills & Experience

Core Skills

• Strong sales acumen with proven negotiation, persuasion, and relationship-building skills.
• Goal-oriented mindset with the ability to consistently achieve or exceed sales and performance targets.
• Ability to quickly assess traveler preferences, accommodation requirements, and budget considerations to recommend suitable products and services.
• Skilled at addressing customer objections related to pricing, room types, hotel policies, and availability through value-focused selling techniques.
• Strong customer service orientation with empathy and the ability to adapt communication styles to different customer profiles.
• Excellent multitasking, problem-solving, and time-management abilities in a fast-paced environment.
• Ability to prioritize competing tasks while maintaining attention to detail and service quality.
• Strong listening skills and the ability to maintain engaging conversations while accurately documenting customer information.
• Excellent verbal and written communication skills with a professional and brand-aligned customer approach.
• Advanced-level proficiency or C1/C2 fluency in at least two business languages.

Technical Skills

• Experience using Customer Relationship Management (CRM) systems and customer interaction platforms.
• Proficiency with call handling, call logging, and contact center software tools.
• Ability to quickly learn and efficiently navigate hotel reservation systems and booking engines.
• Strong working knowledge of Google Workspace (Gmail, Drive, Docs, Sheets) and Microsoft Office Suite (Excel, Word, Outlook).
• Experience managing multiple systems, screens, and communication channels simultaneously while maintaining data accuracy.
• Ability to handle voice, email, live chat, and ticketing workflows effectively.
• Basic troubleshooting skills for telephony and system connectivity issues, with the ability to identify and elevate technical problems appropriately.

Highly considered qualifications

• Previous experience in a contact center, reservations, hospitality, hotel sales, or customer service environment.
• Experience meeting sales quotas, conversion goals, or revenue targets.
• Knowledge of hospitality industry standards, hotel operations, and guest service best practices.
• Familiarity with reservation management systems and hotel booking platforms.

At HBX Group, we believe that diversity drives innovation and makes travel a force for good.

We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference.