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. Apply To This Job