Contact Center Executive

Accountabilities: 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 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. Benefits Attractive benefits package. Opportunity to work in an innovative, engaging, and multicultural environment. Exposure to international clients, suppliers, and travel-industry partners. Opportunities to build professional relationships with colleagues and partners around the world. Career development opportunities locally and potentially across international locations. Experience within a global travel technology and services environment. Inclusive workplace focused on diversity, collaboration, and equal opportunities.