Contact Center Executive

About Us:

HBX Group is the world’s leading technological partner, connecting and empowering the world of travel. We bring together local and global brands in accommodation, transport, activities and payments through a network of 300,000 hotels and 60,000 high‑value clients across 140 source markets. Tech‑driven with a customer‑first philosophy, our commercial teams combine deep market knowledge with a global approach and a local touch. Our people—Team HBX Group—are the heart of the company, encouraged every day to move fast, dream big, and make the difference. We believe that our unique combination of tech + data + people sets us apart.

Job Summary:

This role is responsible for assisting clients 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

Responsibilities:

• Provide Comprehensive Customer Support: Handle customer queries via calls and live chats for both B2C and B2B customers, ensuring all inquiries are managed effectively and promptly.
• Deliver Excellent Customer Service: Aim to exceed customer expectations by understanding their needs, providing accurate information, and resolving issues in a timely manner.
• Liaise with Suppliers: Collaborate with suppliers to address and resolve queries that require supplier involvement, ensuring seamless coordination and resolution.
• Achieve First-Time Resolution: Strive to resolve customer issues on the first contact whenever possible, escalating complex queries as needed to achieve swift resolution.
• Ensure Seamless Customer Journey: Focus on enhancing the overall customer experience by offering clear communication, empathy, and efficient problem-solving throughout every interaction.

Qualifications:

• Fluent in English
• Service-oriented and interested in the function of customer service.
• Enthusiastic, self-motivated individual
• Excellent interpersonal skills and verbal / written communication skills.
• Ability to work well under pressure in a fast paced environment.
• Proactive, driving for result and teamwork spirit.
• Able to work in shifts.

Additional Information

At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected. Join us and be part of a team where equal opportunities truly make a difference. 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.

In case you didn’t know, we’re one of the world’s leading travel tech businesses. We’re game-changers, disruptors and the people who connect the world’s travel players, the glue that bonds us all together. What do we do?

• 01 We buy room nights from hotels that we sell on to our network of high value clients such as tour operators and travel agents.
• 02 We use our innovative tech platforms to distribute these room nights to our clients, who sell them on to the end customer.
• 03 We can also offer experiences (like excursions, theme park tickets and other fun stuff) and transport options to our clients so they can make amazing packages for their customers.
• 04 We help our partners to grow – because when they grow, we grow.

3000+ Awesome People
88 Different Nationalities
300k Hotels Worldwide
60k High Value Clients
1 Team
1 Culture
1 Mission
140 Source Markets Worldwide

Now more than ever, ESG is critical to our business, and we don’t just talk about it, we put our words into action. We’ve joined Amazon and The Climate Pledge to become net zero carbon by 2040, a decade ahead of the Paris Climate Agreement. We’ve been certified as carbon neutral for four years on the row. We’re committed to protecting the environment in all the places we work. We support the economic and social development of our regions through our Corporate Volunteering Programme. We respect human rights and work hard to make sure we don’t commit any violations.