Contact Center Executive at Hotelbeds Group

Cancún, Quintana Roo, Mexico -

Full Time

Start Date

Immediate

Expiry Date

18 Jul, 26

Salary

0.0

Posted On

19 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Communication skills, Listening skills, Verbal communication, Written communication, Problem solving, Microsoft Office, Attention to detail, Flexibility, Time management, Interpersonal skills, Creative thinking

Industry

Leisure;Travel & Tourism

Description

HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide. JOB DESCRIPTION: We are looking for a Contact Center Executive to join our Global Contact Center. In this role, you will have the opportunity to give support to our clients in order to achieve one of our main objectives “Delivering unique holidays to our customers”. We are looking for candidates, who are based in Cancun, Mexico. The main purpose of the role is to assist clients (TTOO, Travel Agencies, and final customers) with any requirement, contact suppliers, and manage bookings according to Operations Department standards and processes, in order to cover and solve the needs of the clients in the most efficient way. This position requires dynamic, customer-focused service professionals that possess excellent verbal and written communication and interpersonal skills demonstrated by a passion for providing outstanding customer service. Creative thinking and the ability to enthusiastically communicate with clients on every inbound call consistently are necessary. Support is provided by telephone and email, in conjunction with the front and back-office computer applications, as well as Microsoft Office. If you consider yourself someone who excels at customer service, communication, and creative thinking, then apply today! ** It is mandatory to live in Cancun to apply for this vacancy ** PRIMARY RESPONSIBILITIES Enthusiastically engaging each caller and representing HBX Group in a highly professional manner Successfully and accurately answering client questions and providing appropriate additional information Capturing accurate and legible documentation on all call activity in the Back Office system as required Respond rapidly and accurately to online/email requests for information Monitor bookings for processing of reservations, special requests, amendments, and cancellations Escalate issues in accordance with Contact Center guidelines when necessary Consistently maintaining departmental standards for quality Achieving defined Service Level Agreements and Key Performance Indicator goals Responsible to meet all company policies and procedures Responsible to follow schedule and schedule changes based on call volume REQUIRED KNOWLEDGE/SKILLS/ABILITIES Strong customer service and listening skills Languages preferred English Demonstrated strengths in verbal and written communication skills including appropriate grammar and punctuation Persistent in ensuring issues are resolved accurately, effectively, and timely Ability to follow precise directions consistently without continuous supervision Detail-oriented and flexible Able to maintain focus and enthusiasm throughout shift assignment You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey. As well as an attractive benefits package you will be able to work: Within an innovative, engaging and multicultural environment. Have the opportunity to build strong and lasting business relationships and friendships from around the world. Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe. In case you didn’t know, we’re one of the world’s leading travel tech businesses. We’re game-changers, disruptors and the people who connect the world’s travel players, the glue that bonds us all together. What do we do? 01 We buy room nights from hotels that we sell on to our network of high value clients such as tour operators and travel agents. 02 We use our innovative tech platforms to distribute these room nights to our clients, who sell them on to the end customer. 03 We can also offer experiences (like excursions, theme park tickets and other fun stuff) and transport options to our clients so they can make amazing packages for their customers. 04 We help our partners to grow – because when they grow, we grow. 3000+ Awesome People 88 Different Nationalities 300k Hotels Worldwide 60k High Value Clients 1 Team 1 Culture 1 Mission 140 Source Markets Worldwide Now more than ever, ESG is critical to our business, and we don’t just talk about it, we put our words into action. We’ve joined Amazon and The Climate Pledge to become net zero carbon by 2040, a decade ahead of the Paris Climate Agreement. We’ve been certified as carbon neutral for four years on the row. We’re committed to protecting the environment in all the places we work. We support the economic and social development of our regions through our Corporate Volunteering Programme. We respect human rights and work hard to make sure we don’t commit any violations.

Responsibilities

The Contact Center Executive will assist clients with booking requirements, amendments, and cancellations while maintaining high service standards. They are responsible for accurately documenting call activity and escalating issues according to departmental guidelines.