Agente de Call Center Bilingüe

Palmaïa: The house of Aïa Resort is a leading hospitality Hotel located in Playa del Carmen, Quintana Roo, Mexico. We are dedicated to providing our guests with exceptional vacation experiences through our luxurious resorts and top-notch customer service. Our call center is a crucial part of our operations, as we strive to provide prompt and efficient assistance to our guests before, during, and after their stay.

Job Description:

We are seeking a highly motivated and customer-oriented individual to join our call center team as a Service Representative. As a Service Representative, you will be responsible for providing excellent customer service to our guests through phone, email, and chat interactions. This is a full-time position.

Key Responsibilities:

- Respond to incoming calls, emails, and chat messages from guests in a timely and professional manner

- Assist guests with inquiries, reservations, changes, and cancellations

- Provide information about our resorts, amenities, and services to guests

- Troubleshoot and resolve any issues or complaints from guests

- Collaborate with other departments to ensure guest satisfaction and resolution of any problems

- Maintain accurate and detailed records of guest interactions and transactions

- Meet and exceed established performance metrics, including call quality, response time, and customer satisfaction ratings

- Stay up-to-date on all company policies, procedures, and promotions

- Continuously strive to improve and enhance the guest experience

Qualifications:

- High school diploma or equivalent; post-secondary education in hospitality, tourism, or a related field is preferred

- Minimum of 1 year experience in a customer service or call center role

- Native Level of English and able to communicate in basic Spanish (verbal and written); additional languages are a plus

- Excellent communication and interpersonal skills

- Ability to handle multiple tasks and prioritize in a fast-paced environment

- Proficient in Microsoft Office and other computer applications

- Availability to work flexible hours, including evenings, weekends, and holidays

Candidates must be legally elegible to work in Mexico and Currently living in the Country.