HBX Group is the world's leading technology partner, connecting and empowering the world of travel. We're game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to 'move fast, dream big and make the difference' every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our 'global approach, local touch' mentality. We're headquartered in Palma, Mallorca and employ around 3,500 people worldwide.
JOB DESCRIPTION:
The main purpose of the role is to assist clients (TTOO, Travel Agencies, and final customers) with any requirement, contact with suppliers, and managing 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 role is responsible for assisting clients (Hotelbeds, Bedsonline) on operational requests relative to their bookings (Pre arrival, On the spot, Post travel), accordingly to our service deadlines/quality guidelines/protocols, in order to solve the needs of the clients in the most efficient way (promptly and accurately) which promote a high performing service culture and an outstanding customer experience aiming for first contact resolution and customer satisfaction
ACCOUNTABILITIES- Enthusiastically engaging each caller and representing Hotelbeds 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-
- 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 to meet 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, Portuguese- 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 clearly and effectively maintain and update online documentation- Ability to follow precise directions consistently without continuous supervision- Detail-oriented and flexible
You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.
As well as an attractive benefits package you will be able to work:
- Within an innovative, engaging and multicultural environment.- Have the opportunity to build strong and lasting business relationships and friendships from around the world.- Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.