Contact Center Executive

BrazilRemoteFull-timemid

OtherCenter

1 views0 saves0 applied

Apply Now

Quick Summary

Overview

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Contact Center Executive based in Brazil.

Technical Tools

OtherCenter

This role is an opportunity to support clients and suppliers within a fast-paced, international travel environment.
You will handle customer inquiries, manage bookings, and coordinate with suppliers to help deliver smooth travel experiences.
The position combines customer service, communication, problem-solving, and operational accuracy across multiple channels.
You will interact with tour operators, travel agencies, and end customers while following established procedures and service standards.
Attention to detail and clear communication will be essential when managing reservations, amendments, special requests, and cancellations.
You will work with defined SLAs and KPIs while adapting to changing call volumes and operational priorities.
The role offers exposure to a multicultural environment and opportunities to build experience in global travel operations.

Engage with clients and callers professionally and enthusiastically, providing a consistently high standard of customer service.
Respond accurately and efficiently to inquiries from tour operators, travel agencies, suppliers, and end customers.
Document call activity and relevant customer interactions accurately in the Back Office system.
Handle online and email requests promptly, ensuring clear and precise communication.
Monitor and manage bookings, including reservations, amendments, special requests, and cancellations.
Liaise with suppliers when necessary to resolve booking-related matters and customer requests.
Escalate complex issues appropriately in accordance with established Contact Center procedures.
Meet defined Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and service quality standards.
Follow operational policies, procedures, and assigned schedules while remaining adaptable to changes in call volumes and business priorities.

Requirements

~1 min read

Strong customer-service orientation with excellent active listening skills.
Professional proficiency in English, both spoken and written.
Excellent verbal and written communication skills, with strong grammar, clarity, and attention to detail.
Strong problem-solving skills and persistence when resolving customer or booking-related issues.
Ability to follow detailed instructions and established procedures independently.
High level of attention to detail and accuracy when handling customer information and reservations.
Adaptability and ability to remain focused and engaged throughout the working shift.
Professional, enthusiastic, and collaborative approach to customer interactions.
Applicants must currently reside in Jundiaí, Brazil, according to the location requirement stated in the original posting.