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We are seeking a highly skilled and customer-focused Operations Americas Agent to join our team at Ots Globe in Mexico. As a key member of our OTS Globe team, you will play a critical role in ensuring exceptional customer experiences for our clients, suppliers, and end clients, Tour Operators.
**Key Responsibilities:**
• Provide attentive and effective support to clients and tour operators, addressing their inquiries and resolving issues in a timely and professional manner.
• Receive and prioritize customer requests, coordinating with internal teams as needed to ensure seamless issue resolution.
• Foster strong relationships with clients and suppliers through courteous and efficient communication, problem-solving, and process optimization.
• Diagnose and resolve complex issues, escalating them to relevant teams when necessary to maintain high levels of customer satisfaction.
• Track and follow up on escalated issues, keeping clients informed of progress and resolution.
• Utilize available resources, including knowledge bases and tools, to research and respond to client inquiries.
• Collaborate with suppliers and hotels to address their requests, reconcile queries, and provide clarifications.
• Manage post-trip requests through our provided tools, ensuring timely and accurate resolution.
• Develop and maintain a deep understanding of tourism industry knowledge and best practices.
• Possess excellent communication and negotiation skills, with the ability to work effectively in a fast-paced environment.
• Fluency in both Spanish and English (written and spoken) is required.
