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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 10.000 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 who specialise 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.
Job description
We are looking for an Operations Agent to join our OTS Globe team in Mexico. As an Operations Americas Agent, you will be responsible to coordinate and manage incidences, questions and requirements from our clients, suppliers as well as from our end clients, Tour Operators.
Main responsibilities :
Attention to general requests from clients/tour operators. 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. Ensure customer satisfaction through courteous and effective communication, problem solving and efficient processes. Diagnose and resolve issues. Track issues escalated and followed up to keep clients/users informed. Research and respond questions using available information resources (knowledgebase, other available tools) Attention to general requests from suppliers/hotels. Re-conciliations, queries, and clarifications. Attention to post-trip requests through the tools provided. Offline customers Management of the area of emergencies through telephone and email attention.
Requirements
Experience of 1 year minimum required in similar or equal position. Negotiation abilities, patient, customer oriented and positive attitude. Good communication skills and proactive listener. Flexibility, ability to work under pressure and problem-solving oriented. Tourism knowledge or previous experience. Fluent Spanish, English and Portuguese (written and spoken). Other languages will be a plus.