Customer Service Agent | Fluent English

Work location: Zona Sul - SP Work model: On-site Schedule: 6x1

Responsibilities and duties The Customer Service Agent is responsible for managing all aspects of hotel and ground transportation reservations for our clients' crew members, in all locations and regions where they operate. The agent ensures the efficient resolution of booking issues following Standard Operating Procedures (SOP) and facilitates coordination between agents, clients, and suppliers. This role is fundamental to ensuring the well-being and comfort of crews, contributing to the operational efficiency and overall success of the airline through the efficient management of booking requests via our Connex and/or CrewHub system, as well as managing communications via email, chat, phone calls, and direct interactions.

• Reserve hotel accommodations and transportation for crew members;
• Manage emergency relocations and resolve issues that may arise during crew layovers, ensuring rapid solutions;
• Act as the main point of contact between the logistics sector, airline crew scheduling, other relevant departments, and internal teams;
• Facilitate communication and resolve issues that may affect crew accommodations and/or transportation, ensuring seamless operations;
• Use various systems and tools to process, track, and report transactions, including recording booking details in the company system;
• Research suitable hotel options, especially in locations where the airline does not have contracted hotels, ensuring compliance with established procedures;
• Promptly report any problems or concerns to supervisors and management.

Requirements and qualifications It is essential that you have:

• High school diploma completed or currently pursuing higher education;
• Advanced and/or fluent English;
• Excellent IT skills, including proficiency in Microsoft Outlook (Word, Excel, and PowerPoint);
• Availability to work in shifts (including night shifts).

Not mandatory, but it would be amazing if you have:

• Proficiency in other languages;
• Previous experience in the hotel industry, travel, or customer service roles is highly desirable.

Additional information Stay up to date with what we offer:

• VA/VR, you decide. We offer two options and you can choose between them, VA for use in supermarkets, VR for daily use in restaurants;
• Medical Assistance;
• Dental Assistance;
• Telemedicine: you can perform online consultations via video call with doctors available 24/7;
• Wellhub, formerly Gympass;
• Personal birthday day-off;
• Life Insurance;
• Sesc accreditation;
• Daycare assistance;
• Monitoring program for pregnant women and extended paternity leave;
• Up to 20% discount at educational institutions for postgraduate studies or MBA;