Contact Center Executive

hace 2 semanas

Lugo, España HBX Group A tiempo completo

About Us

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 seeking a Contact Center Agent to join our dynamic Contact Center team. In this role, you will support our clients and suppliers, contributing to one of our core missions: delivering unique holiday experiences to our customers .

Role Overview

The primary responsibility of this role is to assist clients—including tour operators, travel agencies, and end customers—with their inquiries, liaise with suppliers, and manage bookings in alignment with the standards and procedures of the Operations Department. The goal is to address client needs efficiently and effectively.

Key Responsibilities

- Engage with callers in a professional and enthusiastic manner, representing HBX Group with excellence.
- Provide accurate and helpful information in response to client inquiries.
- Document all call activity clearly and accurately in the Back Office system.
- Respond promptly and precisely to online and email requests.
- Monitor and manage bookings, including reservations, special requests, amendments, and cancellations.
- Escalate issues appropriately, following Contact Center protocols.
- Maintain high standards of service quality and professionalism.
- Meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Adhere to all company policies and procedures.
- Follow assigned schedules and adapt to changes based on call volume.

Required Skills and Qualifications

- Strong customer service orientation and active listening skills.
- Proficiency in English and Italian (spoken and written).
- Excellent verbal and written communication, with attention to grammar and clarity.
- Problem-solving mindset with persistence in resolving issues accurately and efficiently.
- Ability to follow detailed instructions independently.
- High attention to detail and adaptability.
- Consistent focus and enthusiasm throughout the work shift.

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

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