AMSTAR DMC | Cancún, Quintana Roo
AMSTAR DMC, a leading travel company in the tourism industry, is looking for a Customer Service Contact Agent to join our team in Cancún.
Position Objective
Provide timely and professional customer support, ensuring a high-quality service experience through the effective use of company platforms, tools, and processes.
Key Responsibilities
- Deliver exceptional customer service to internal and external clients through multiple communication channels, including phone, email, chat, and WhatsApp, assisting with transportation and excursion-related products and services.
- Proactively monitor, follow up, and resolve reservation issues, ensuring customer satisfaction while meeting quality KPIs and service standards.
- Actively listen to customers and professionally handle inquiries, concerns, complaints, and claims, providing effective solutions aligned with company policies and guidelines.
- Manage post-service cases, coordinate investigations with relevant departments, accurately document information in internal systems (e.g., Resrap), and escalate cases when necessary.
- Process and load prepaid services, excursions, and special reservations, coordinating confirmations with local destination teams and ensuring service commitments are fulfilled.
- Support operational DMC teams across different destinations by reconfirming transportation and excursion services through established communication channels.
- Handle reservation-related accounting inquiries, ensuring compliance with internal controls and accurate financial records.
- Maintain a strong understanding of products and services to provide accurate information and efficient solutions.
- Collaborate with cross-functional teams to ensure smooth and efficient operations while meeting service objectives.
- Strictly comply with operational procedures, internal policies, compensation guidelines, and quality standards.
- Identify opportunities for continuous improvement in processes and customer experience.
- Demonstrate commitment to HYATT's values, promoting a culture of service excellence, integrity, and teamwork.
- Perform additional duties as assigned based on business needs.
Requirements
- High school diploma required; Bachelor's degree in Tourism, Business Administration, Hospitality, or a related field preferred.
- 1?2 years of experience in customer service, reservations, or a call center environment (preferably within tourism or hospitality).
- Experience managing reservations and booking platforms.
- Proven ability to provide support through multiple channels (phone, email, chat, messaging platforms).
- Experience handling complaints and resolving customer issues.
- Advanced English proficiency (minimum 80% conversational). Additional languages are a plus.
- Proficient in Microsoft Office 365 (Word, Excel, Outlook).
- Experience with CRM systems, case management tools, and reservation platforms.
- Ability to work with multiple systems simultaneously while maintaining a high level of accuracy.
- Knowledge of SLAs, service standards, and compensation policies is desirable.
Key Competencies
- Customer focus and service excellence.
- Strong communication, empathy, and active listening skills.
- Problem-solving and decision-making abilities.
- Ability to work under pressure and manage multiple tasks effectively.
- Teamwork and collaboration.
- Proactive mindset, adaptability, and continuous learning.
- Professionalism and confidentiality.
Additional Requirements
- Availability to work rotating shifts, weekends, and holidays.
- Flexibility to adapt to operational needs.
- Customer service, tourism, or hospitality certifications are a plus.
- Strong commitment to organizational values.
What We Offer
- Monthly Gross Salary: MXN $16,640
- Benefits above those required by law
- Life insurance
- Ongoing training and development opportunities
- Excellent work environment
- Long-term career stability with a leading tourism company}
Interested?
Apply today and attach your updated resume. We look forward to meeting you!
"We care for people so they can be their best." ? Hyatt
