Inbound/Outbound Reservation Agents

You are ideal for the position if you have...

🎓 Associate's or Bachelor's Degree in Tourism. Postgraduate training, specialization in Customer Service and Sales is valued.

💼 Minimum 1 year of experience in the position and/or similar.

🗣💬 Native or bilingual English. Native or bilingual German. Other languages valued: French, Arabic, Portuguese, Italian.

🖥🖱 Proficiency in office automation applications.

💥 Competitive salary policy.

💟 Unique work environment, excellent work climate surrounded by great professionals.

📈 Development opportunities, career plans so that we can grow together.

📚 Continuous training: we invest in and promote your talent. Special attention to improving your language level.

🔔We are offering a position as Inbound/Outbound Reservation Agents for our Contact Center located at the Fuerte Group Central Services office in Marbella. You will be the bridge between the customer and Fuerte Group, making and receiving calls to promote our products and services, offering them a unique experience.

Your day-to-day will start to sound like this...

• Handle incoming calls (inbounds) + click2call, offering a unique customer experience by primarily emphasizing customer recognition and the use of implemented scripts.
• Manage the Zingle service (customer service via WhatsApp and Facebook Messenger).
• Manage tour operator reservations (via integration or manually), companies, retail agencies, and direct customers, as well as managing reservations for other services for customers staying at Fuerte Group and company employees.
• Ensure and provide responses to reservations within 24 hours of the customer's request.
• Handle claims and follow-ups for prepaid reservations.
• Perform customer service and sales, resolution of complaints and inquiries, as well as reconfirming customer arrivals during high occupancy dates.
• Collaborate in analyzing complaints or comments made by customers, making proposals for improvements.
• Attend to inquiries made by the Reception Department regarding reservation management, etc.
• Attend and participate in meetings established by the Contact Center Supervisor and Director.
• Ensure the achievement of department objectives: abandonment rates, sales, service levels, and customer satisfaction.
• Attend and participate in call, Zingle, and email monitoring to provide a unique customer experience, highlighting strengths and seeking actions to convert weaknesses into strengths.
• Management of golf package reservations and car rental reservations.
• Apply non-refundable rate charges and manage follow-up on non-payments.
• Management of deviations.
• Follow up on offers sent after 24 hours.
• Call back customers who have abandoned the waiting queue before being attended to.
• Reconfirmations of reservations.
• Attend and participate in training established for the development of the position, as well as conducting inspection visits to the group's establishments, performing a subsequent visit report.
• Assist the Contact Center Supervisor in providing additional required data/reports.
• Perform other functions within the scope of their competencies as requested by their direct supervisor.

📄 Permanent seasonal contract, full-time

🕘 Rotating shifts from Monday to Sunday with 2 days off.