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.

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.

Position Accountabilities

Offers customer oriented responses and efficient resolutions to our clients’ operational requests regarding their bookings by following our service deadlines/quality guidelines/protocols during interactions through the current channels (Phone, Emails, Chat, Web)

Ensures effective documentation of all interactions with clients by meeting all standards required work with multiple existing systems

Involves the collaboration of our Suppliers (Direct Portfolio, System Integrations, Third party Suppliers) when required by contacting them to get information/support required to offer the right response/resolution to our clients accordingly our service deadlines/quality guidelines/protocols

Skills:

Ability to communicate clearly in English and Arabic (Spoken/Written) using positive language

Effective listening/Empathy/Attentiveness

Ability to manage difficult interactions (Patience/Self control/Depersonalization)

Experience:

Ideally, previous experience in contact centers, customer service;

Mandatory good spoken and written in English and Arabic.

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: