Global Contact Center Executive

hace 1 día

Cancún, Quintana Roo, 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 RESPONSIBILITIES

  • Enthusiastically engaging each caller and representing HBX Group in a highly professional manner
  • Successfully and accurately answering client questions and providing appropriate additional information
  • Capturing accurate and legible documentation on all call activity in the Back Office system as required
  • Respond rapidly and accurately to online/email requests for information
  • Monitor bookings for processing of reservations, special requests, amendments, and cancellations
  • Escalate issues in accordance with Contact Center guidelines when necessary
  • Consistently maintaining departmental standards for quality
  • Achieving defined Service Level Agreements and Key Performance Indicator goals
  • Responsible for meeting all company policies and procedures
  • Responsible to follow schedule and schedule changes based on call volume

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • Strong customer service and listening skills
  • Languages preferred English
  • Demonstrated strengths in verbal and written communication skills including appropriate grammar and punctuation
  • Persistent in ensuring issues are resolved accurately, effectively, and timely
  • Ability to follow precise directions consistently without continuous supervision
  • Detail-oriented and flexible
  • Able to maintain focus and enthusiasm throughout shift assignment

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