DCS Support Executive LITE

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.

JOB DESCRIPTION:

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.