Contact Center Executive at Hotelbeds Group

, Balearic Islands, Spain -

Full Time

Start Date

Immediate

Expiry Date

19 Jul, 26

Salary

0.0

Posted On

20 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Problem-solving, Communication skills, Attention to detail, Booking systems, Case management, CRM systems, Operational support, Hospitality, Travel industry knowledge

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: About Us HBX Group is the world’s leading technological 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. Role Summary The Customer Support Executive supports Hotelbeds and Bedsonline clients with operational booking‑related requests across the full customer journey (pre‑arrival, on‑the‑spot, and post‑travel). The role delivers prompt and accurate solutions in line with service deadlines, quality guidelines, and protocols, aiming to achieve first contact resolution and high customer satisfaction. Key Responsibilities Handle operational requests related to bookings before arrival, during stay, and after travel. Resolve client issues efficiently while adhering to defined service levels, quality standards, and procedures. Provide timely and accurate information to ensure a smooth client experience. Aim for first contact resolution whenever possible. Escalate complex cases according to established protocols. Maintain accurate case documentation in internal systems. Contribute to a high‑performance, customer‑centric service culture. Requirements Fluent English is mandatory for this role (spoken and written). Customer service or operational support experience; travel or hospitality background preferred. Strong problem‑solving skills with high attention to detail. Ability to manage multiple requests in a fast‑paced environment. Customer‑focused mindset with a strong commitment to service quality. Clear written and verbal communication skills. Experience using booking, case management, or CRM systems is an advantage. 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. 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 Customer Support Executive manages operational booking requests throughout the entire customer journey, including pre-arrival, during the stay, and post-travel. They are responsible for resolving client issues efficiently while maintaining accurate documentation and adhering to service quality standards.