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Operations Americas Agent
hace 2 meses
About the Role:
We are seeking a highly skilled Operations Americas Agent to join our OTS Globe team in Mexico. As a key member of our team, you will be responsible for coordinating and managing incidents, questions, and requirements from our clients, suppliers, and end clients, Tour Operators.
Main Responsibilities:
\t- Attend to general requests from clients/tour operators, ensuring timely and effective communication.
\t - Receive customer calls via mail and phone of incidents for products and services, prioritize them, and solve them or coordinate them accordingly to other departments when necessary.
\t - Ensure customer satisfaction through courteous and effective communication, problem-solving, and efficient processes.
\t - Diagnose and resolve issues, tracking escalated issues and following up to keep clients/users informed.
\t - Research and respond to questions using available information resources (knowledge base, other available tools).
\t - Attend to general requests from suppliers/hotels, including re-conciliations, queries, and clarifications.
\t - Manage post-trip requests through the tools provided.
\t - Handle offline customers and manage emergency situations through telephone and email attention.
\
Requirements:
\t- Minimum 1 year of experience in a similar or equal position, preferably in reservations or travel agency.
\t - Negotiation abilities, patient, customer-oriented, and positive attitude.
\t - Good communication skills and proactive listening.
\t - Flexibility and ability to work under pressure.
\t - Problem-solving oriented.
\t - Proficiency in Outlook and Excel.
\t - Tourism knowledge or previous experience.
\t - Fluent Spanish and English (written and spoken). Portuguese desirable.
\
About OTS Globe:
OTS Globe is a leading Hotel Trading Company based in Switzerland and operating in 19 countries and 65 destinations in and around the Mediterranean Sea, the Atlantic Ocean, Northern Africa, the Black Sea, the Arabian Gulf, and Mexico's Caribbean Coast. We provide hotel products combined with advanced and flexible technological solutions. Our portfolio contains over available hotels for online transaction, and we manage 27 million overnights a year. The OTS Globe customized product management and yielding teams enable you to select the best product, quality, and rates for any destination. Next to this, we offer years of experience in purchasing, product management, and client handling. OTS Globe is part of the MTS Globe Group, which includes two other associated companies, MTS Globe, specializing in destination services, and Axis Data, responsible for the group's IT infrastructure. Collaborating closely as a group, MTS Globe – OTS Globe – Axis Data form a powerful destination-based partner for our network.
