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:
To resolve the specific requests from the DCS360 team, as well as Smart Direct clients & Partners, within the established SLAs and priorities through the JIRA Service Desk. And following the established processes.
Main tasks:
Customer Service:
Provide first-level technical support for the CRS and Web areas
- Creation and review of rates in the CRS
- Price recalculation
- Creation and review of payment methods
- Creation and review of room types/occupancies
- Management of reservations and inventory
- Incident mediation with Channel Manager
- Updates of texts and photographs
- Creation of pop-ups
- Creation of landing pages
- Configuration of emails Pre-stay/up & Cross-selling/Post-stay
- Update and load cookie policies, legal notice, privacy policyTrainings on CRS and CMS for clients
- Guide the user in resolving incidents/requests
- Ensure user satisfaction
Ticket Management
- Classify and prioritize tickets correctly
- Escalate incidents when necessary
- Follow up until resolution
- Document each case clearly and completely
- Monitor open cases
Communication and service
- Inform the user about the status of their request
- Maintain a cordial attention
- Knowledge and continuous improvement
- Consult and contribute to the knowledge base
- Detect repetitive incidents and report them
- Participate in training sessions
Compliance with processes
- Participate in weekly/daily meetings
- Apply defined procedures
- Meet the established SLAs
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.
Top Skills
What We Do
Hotelbeds are global leaders in the TravelTech space, connecting and empowering businesses by facilitating bridges in the ever-changing and expanding travel ecosystem. Our cloud-based technology platforms offer fast and simple access to a global network of travel products, from accommodation to ancillaries and payments, while rich data and intelligence helps to generate demand. By operating exclusively in the B2B arena, we are uniquely placed to drive growth for our partners without competing for the end customer. Our teams of 3000+ experts on the ground provide local expertise and support to boost trading even further, even in the most hard-to-reach spaces. Our unique blend of technology, data and passionate people serves as a catalyst for B2B travel players aiming to unlock their full potential.
