HBX Group
Contact Center Agent
HBX Group is a leading technology partner that connects and empowers the world of travel. We bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide. Our customer‑first philosophy and tech‑driven culture make us a game‑changer in the travel industry. Role Overview
As a Contact Center Agent you will support our clients and suppliers, delivering unique holiday experiences to our customers. You will assist tour operators, travel agencies and end customers with their inquiries, liaise with suppliers and manage bookings in line with the standards and procedures of the Operations Department. Key Responsibilities
Engage callers in a professional and enthusiastic manner, representing HBX Group with excellence. Provide accurate and helpful information in response to client inquiries. Document all call activity clearly and accurately in the Back Office system. Respond promptly and precisely to online and email requests. Monitor and manage bookings, including reservations, special requests, amendments and cancellations. Escalate issues appropriately, following Contact Center protocols. Maintain high standards of service quality and professionalism. Meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Adhere to all company policies and procedures. Follow assigned schedules and adapt to changes based on call volume. Required Skills and Qualifications
Strong customer service orientation and active listening skills. Proficiency in English and Italian (spoken and written). Excellent verbal and written communication, with attention to grammar and clarity. Problem‑solving mindset with persistence in resolving issues accurately and efficiently. Ability to follow detailed instructions independently. High attention to detail and adaptability. Consistent focus and enthusiasm throughout the work shift. At HBX Group we believe that diversity drives innovation and makes travel a force for good. We are committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference.
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HBX Group is a leading technology partner that connects and empowers the world of travel. We bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide. Our customer‑first philosophy and tech‑driven culture make us a game‑changer in the travel industry. Role Overview
As a Contact Center Agent you will support our clients and suppliers, delivering unique holiday experiences to our customers. You will assist tour operators, travel agencies and end customers with their inquiries, liaise with suppliers and manage bookings in line with the standards and procedures of the Operations Department. Key Responsibilities
Engage callers in a professional and enthusiastic manner, representing HBX Group with excellence. Provide accurate and helpful information in response to client inquiries. Document all call activity clearly and accurately in the Back Office system. Respond promptly and precisely to online and email requests. Monitor and manage bookings, including reservations, special requests, amendments and cancellations. Escalate issues appropriately, following Contact Center protocols. Maintain high standards of service quality and professionalism. Meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Adhere to all company policies and procedures. Follow assigned schedules and adapt to changes based on call volume. Required Skills and Qualifications
Strong customer service orientation and active listening skills. Proficiency in English and Italian (spoken and written). Excellent verbal and written communication, with attention to grammar and clarity. Problem‑solving mindset with persistence in resolving issues accurately and efficiently. Ability to follow detailed instructions independently. High attention to detail and adaptability. Consistent focus and enthusiasm throughout the work shift. At HBX Group we believe that diversity drives innovation and makes travel a force for good. We are committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference.
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