Operations Americas Agent

We are looking for an Operations Agent to join our OTS Globe team in Mexico.
As an Operations Americas Agent, you will be responsible to coordinate and manage incidences, questions and requirements from our clients, suppliers as well as from our end clients, Tour Operators.
**Main responsibilities**:

- Attention to general requests from clients/tour operators.
- Receive customer calls via mail and phone of incidents for products and services, prioritize them and solve them or coordinate them accordingly to other departments when necessary.
- Ensure customer satisfaction through courteous and effective communication, problem solving and efficient processes.
- Diagnose and resolve issues.
- Track issues escalated and followed up to keep clients/users informed.
- Research and respond questions using available information resources (knowledgebase, other available tools)
- Attention to general requests from suppliers/hotels.
- Re-conciliations, queries, and clarifications.
- Attention to post-trip requests through the tools provided.
- Offline customers
- Experience of 1 year minimum required in similar or equal position, preferred reservations, or travel agency.
- Negotiation abilities, patient, customer oriented and positive attitude.
- Good communication skills and proactive listener.
- Flexibility, ability to work under pressure.
- Problem-solving oriented.
- Outlook and Excel manage required.
- Tourism knowledge or previous experience.
- Languages: Fluent Spanish and English (written and spoken).
- Portuguese desirable.