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.
Principal objetivo del DCS Support:
Resolver las peticiones específicas del equipo DCS360, así como de clientes Smart Direct & Partners, dentro de los SLA y prioridades establecidas a través de la herramienta JIRA Service Desk. Y siguiendo los procesos establecidos.
Principales tareas:
Atención al usuario
Proporcionar soporte técnico de primer nivel de las áreas de CRS y Web
Creación y revisión de tarifas en el CRS
Recálculo de precios
Creación y revisión de formas de pago
Creación y revisión de tipos de habitaciones/ocupaciones
Gestión de reservas e inventario
Intermediación incidencias con Channel Manager
Actualizaciones textos y fotografías
Creación pop ups
Creación landing pages
Configuración de emails Pre estancia/up&Cross selling/post estancia
Actualización y carga de políticas de cookies, aviso legal, política de privacidad
Formaciones CRS y CMS a clientes
Guiar al usuario en la solución de incidencias/solicitudes
Velar por la satisfacción del usuario
Gestión de tickets
Clasificar y priorizar tickets correctamente
Escalar incidencias cuando sea necesario
Hacer seguimiento hasta la resolución
Documentar cada caso de forma clara y completa
Seguimiento de casos abiertos
Comunicación y servicio
Informar al usuario sobre el estado de su solicitud
Mantener una atención cordial
Conocimiento y mejora continua
Consultar y contribuir con la base de conocimiento
Detectar incidencias repetitivas y reportarlas
Participar en formaciones
Cumplimiento de procesos
Participar en weeklys/dailys
Aplicar los procedimientos definidos
Cumplir los SLA establecidos
At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference
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.