Role Summary
The Customer Support Executive supports Hotelbeds and Bedsonline clients with operational booking‑related requests across the full customer journey (pre‑arrival, on‑the‑spot, and post‑travel). The role delivers prompt and accurate solutions in line with service deadlines, quality guidelines, and protocols, aiming to achieve first contact resolution and high customer satisfaction.
Key Responsibilities
* Handle operational requests related to bookings before arrival, during stay, and after travel.
* Resolve client issues efficiently while adhering to defined service levels, quality standards, and procedures.
* Provide timely and accurate information to ensure a smooth client experience.
* Aim for first contact resolution whenever possible.
* Escalate complex cases according to established protocols.
* Maintain accurate case documentation in internal systems.
* Contribute to a high‑performance, customer‑centric service culture.
Requirements
* Fluent English & Portuguese is mandatory for this role (spoken and written).
* Customer service or operational support experience.
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