Job Description

Job Description

Job Description

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.  

We are seeking an experienced and customer-focused Bilingual Travel Agent with strong Spanish and English communication skills to join our team in an onsite BPO/contact center environment.

The ideal candidate will have at least 2 years of travel industry experience, along with proven hands-on experience using the Spotnana travel platform.

In this role, you will assist travelers with planning, booking and managing their travel arrangements while providing professional and efficient customer service. You will use the Spotnana platform to support travelers throughout the booking and servicing process, including making reservations, managing itineraries and handling changes or cancellations.

Previous hands-on experience with the Spotnana platform is required for this position.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

Key Responsibilities:

• Assist travelers with planning, booking and managing business and leisure travel arrangements.
• Use the Spotnana travel platform to search, book and service air, hotel, car and rail travel.
• Manage new and existing reservations accurately and efficiently.
• Make itinerary changes, cancellations, exchanges and rebookings as required.
• Review traveler profiles, preferences and applicable travel policies when making reservations.
• Identify suitable travel options based on traveler requirements, preferences and available travel inventory.
• Provide accurate information regarding itineraries, fares, travel arrangements, changes and cancellations.
• Assist travelers with schedule changes, travel disruptions and other travel-related issues.
• Respond to customer inquiries and provide appropriate travel solutions in a professional and timely manner.
• Maintain accurate traveler and reservation information within the Spotnana platform.
• Follow established travel policies, procedures and service standards.
• Resolve customer concerns efficiently while maintaining a high level of customer service.
• Escalate complex or exceptional travel-related issues when appropriate.
• Manage multiple customer requests in a fast-paced, high-volume BPO/contact center environment.
• Meet established quality, productivity and customer service standards.

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• At least 2 years of experience in the travel industry.
• Proven hands-on experience using the Spotnana travel platform.
• Fluency in Spanish and English , both written and spoken.
• Experience supporting business or corporate travel is advantageous.
• Strong knowledge of travel reservations and booking processes.
• Experience handling itinerary changes, cancellations, exchanges and rebookings.
• Knowledge of air travel, hotels, car rentals and/or rail travel.
• Experience working with travel technology, online booking platforms or travel reservation systems.
• Strong customer service and communication skills.
• Excellent attention to detail and accuracy when managing bookings and traveler information.
• Strong problem-solving and decision-making skills.
• Ability to work effectively in a high-volume BPO/contact center environment.
• Ability to manage multiple requests while maintaining a high standard of service.
• Comfortable working onsite in a structured and customer-focused environment.

Success in this role means providing travelers with accurate, efficient and professional support throughout their travel journey. You will use your travel industry knowledge, bilingual communication skills and Spotnana platform experience to manage reservations effectively and deliver a positive customer experience.

Please note: Previous hands-on experience with the Spotnana travel platform is a requirement for this position.

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