Global Contact Center Executive

hace 17 horas

Cancún, México HBX Group A tiempo completo

We are looking for a Global Contact Center Executive to join our Contact Center. In this role, you will have the opportunity to give support to our clients and suppliers 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 RESPONSIBILITIESEnthusiastically engaging each caller and representing HBX Group in a highly professional mannerSuccessfully and accurately answering client questions and providing appropriate additional informationCapturing accurate and legible documentation on all call activity in the Back Office system as requiredRespond rapidly and accurately to online/email requests for informationMonitor bookings for processing of reservations, special requests, amendments, and cancellationsEscalate issues in accordance with Contact Center guidelines when necessaryConsistently maintaining departmental standards for qualityAchieving defined Service Level Agreements and Key Performance Indicator goalsResponsible for meeting all company policies and proceduresResponsible to follow schedule and schedule changes based on call volumeREQUIRED KNOWLEDGE/SKILLS/ABILITIESStrong customer service and listening skillsLanguages preferred EnglishDemonstrated strengths in verbal and written communication skills including appropriate grammar and punctuationPersistent in ensuring issues are resolved accurately, effectively, and timelyAbility to follow precise directions consistently without continuous supervisionDetail-oriented and flexibleAble to maintain focus and enthusiasm throughout shift assignment

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